Service Desk Engineer

at  Oman Computer Network Systems GCG

Company Description
CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.
We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.
We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.
CNS also has state-of-the-art network operation centers in Abu Dhabi and Dubai that develop in-house software and applications providing end-to-end solutions to our customers and partners.
Job Description
A service desk is a communications centre that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users/customers receive appropriate help in a timely manner.

JOB DESCRIPTION:

• Increase Client Satisfaction
• Define/analyse client requirements,
• Develop/deliver innovative solutions,
• Develop relationships and effectively communicate with clients and key business stakeholders,
• Effectively manage change,
• Escalate issues for timely resolution,
• Grow consultative relationships with clients,
• Manage client requests to resolution,
• Meet/exceed client expectations,
• Provide timely/effective communications,
• Ensure Quality and Consistency when Handling Customer Calls
• Resolve problems quickly
• Collaborate for a solution in order to facilitate a superior customer experience and increase the customer satisfaction

Drive Incident Resolution to Ensure Business Continuity

• Close incident records within defined timeline threshold to minimize impact on client / outage,
• Coordinate problem resolution and create Incident record,
• Determine need for additional resources and assign to correct service provider (group or individual),
• Determine severity and prioritization classification for the Incident,
• Escalate issues to ensure proper sense of urgency / resource allocation,
• Evaluate incident to determine if Change record is needed,
• Identify/associate related incidents,
• Manage Incidents to resolution, within the defined timeline
• Perform Incident diagnostics and resolve incidents and restore service

Enable Timely and Effective Delivery of Requested Services

• Analyses reviews Request and determine if escalation is needed,
• Creates Request record/register a request,
• Determines severity and prioritization classification for the Request,
• Ensures Requestor is properly authorized to receive requested services,
• Escalates issues to ensure proper sense of urgency / resource allocation,
• Manages Requests end-to-end, from Request registration, routing, recording/documentation, rejection and un-routing.
• Process Information Requests

Reporting & Contribution

• Regular reporting on service delivery performance to Client Services Manager and clients
• Regularly report service improvements implemented and recommend actions to further improve performance and service

QUALIFICATIONS

• Bachelor’s degree in information technology, or any computer related major.
• 3-5 years of experience in a similar role

Please refer the Job description for details