ICT Service Desk Assistant

Job Description

411_2486032

Join to apply for the ICT Service Desk Assistant role at Dicetek LLC .

• Respond to du ICT customers through email and telephone to provide information regarding du ICT Services.
• Create and own the Trouble Tickets until resolution.
• Coordinate resolution of customers’ escalations and escalate to the supervisor any non-standard incidents.
• Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems, and work processes necessary.
• Ensure conduct of behavior and representation of du values at all times.
• Work collaboratively with the team to ensure the company’s image and brand values are upheld.
• Advise the manager regarding new opportunities with current customers and prospects.
• Provide feedback on issues and concerns about procedures and products to improve customer service and market intelligence gathering.

Key Accountabilities

• Respond to du ICT customers through email and telephone to provide information regarding du ICT Services.
• Create and own the Trouble Tickets until resolution.
• Coordinate resolution of customers’ escalations and escalate to the supervisor any non-standard incidents.
• Develop skills through training and maintain knowledge of products, services, systems, and work processes.
• Represent du values professionally at all times.
• Collaborate with the team to promote the company’s image and brand.
• Identify and advise on new business opportunities.
• Gather and provide feedback on procedures and products to enhance customer service.

Qualifications

• Minimum Diploma qualification.
• CCNA/CCNP/ITIL Certification preferred.

Experience

• At least 2 years of customer service experience in an international IT/Telecommunications organization.
• Experience in Service Support and/or Delivery roles.
• Good understanding of ITIL for service management.

Skills

• Basic knowledge of Cloud Services (VMware and OpenStack).
• Proficiency in PC skills and MS Office, MS Outlook.
• Customer-focused with sales orientation.
• Team player with a flexible work approach.
• Self-motivated and able to work in shifts.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills, preferably in Arabic and English.

Additional Details

• Employment type: Contract
• Job function: Other
• Industries: IT Services and IT Consulting

This job posting is active and available.

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2025-11-11 12:50:43