Clyde&Co Hiring for Local Service Specialist – IT dept (UAE nationals preferred) Job at Dubai Full Time

The Role

The Local Service Specialist’s role is to provide prompt, friendly, customer-focused service to the office. This includes responding to requests and issues, particularly those involving the need to be onsite (e.g. for managing hardware), as well as support for IT projects and proactive service initiatives. The successful candidate for this position must have good communication skills and a desire to achieve high customer satisfaction.

Key Responsibilities

• Respond to customer incidents and requests within agreed SLAs. Demand primarily comes from tickets escalated from the Global Service Desk that require onsite service and may also come from customer walk-ups.
• Resolve customer issues by clarifying the customer’s needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Identify customer training opportunities
• Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies, with clear documentation
• Create & update knowledge articles
• Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately
• Manage user accounts in active directory and supported applications
• Assist with audio-visual conferencing
• Perform onsite hardware and/or software testing and troubleshooting
• Assist with security incident response and investigation where required
• Assist with major incidents response and resolution where required
• Assist with office move technology logistics
• Assist with project delivery
• Ad-hoc tasks assigned by Manager

Required Knowledge, Skills, & Abilities

• Able to follow standard processes effectively and efficiently.
• General, broad understanding of supported solutions.
• Able to quickly identify customer needs, perform pre-defined checks, and provide basic answers/tips based on personal knowledge or use of knowledge base articles.
• Contributes to documentation and knowledge sharing with guidance and direction.
• Ability to recognize potential large-scale issues or recurring problems and inform/escalate as necessary.

R equired Experience

• Experience in a service desk or other customer service role is preferred

Please note preference will be given to UAE nationals.