Job title: Service Desk Analyst
Job description: Company: Majid Al Futtaim Retail – Carrefour Dept: Information Technology Location: Corporate HO, Dubai UAE Role Purpose: The Service Desk Analyst is the central point of contact for all IT related incidents and service requests. The role of the Serv Company: Majid Al Futtaim Retail – Carrefour Dept: Information Technology Location: Corporate HO, Dubai UAE Role Purpose: The Service Desk Analyst is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Analyst is to provide first and second line support for all countries and stores. The role holder is responsible for resolving requests, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.The Service Desk Analyst will report to the Service Desk Manager and will work closely withother members of the technology department to support all end users. Role Details – Key Responsibilities and Accountabilities: Monitordaily system integrity checks and alert the concerned departments Investigateproblems at 1st and 2nd level, provide findings, impact and preventative actions in a clear and concise manner Assist the countries support and store operation team by providing workaround of issues if available and insure the quality of the support Register, follow up, trackand monitorthe problem to ensure a timely resolution Contribute to team meetings and play an active role in the development of the service delivered by the systems owners Actively engage in personal development within the role, and to pursue appropriate qualifications/training in the field required Provide reasonable availability for any out-of-hours activities as required by this role Participatein the improvement and department priority objectives Create a Knowledge Base in Confluence and share the knowledge with the team Prepare reports, alerts and information for users Provide 1st and 2nd level of support to all countries on all DOSI applications Ensure all support calls and service requests are logged and administered using the appropriate service desk software (JIRA) and working to any agreed Service Level Agreement Troubleshoot and resolve end-user hardware, operating system, and software related problems, when possible from the Help Desk Qualification, Experience & Skills: Minimum Qualifications/education Bachelor in Computer Science, Software Engineer, Computer Applications Minimum experience 3-4 Years in similar role Retail experience preferred Global vision and experience on company systems such as Network and Microsoft products (AD, DNS, DHCP, Hyper-V, DFS, WAN, LAN, VPN ) and MAF Retail applications (AS400 ‘GIMA/ GICA’, SMA ) Skills Knowledge of store operation and experience of IT service desk practices Ability to work in shifting, early morning and night duty Ability to deal with problems and technical issues in a friendly way, calm and reassuring manner. 2+ years setup, configuration, troubleshooting of desktop/notebook hardware and software Basic experience in network configuration and environment Some knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP,DHCP, etc) Some knowledge of Active Directory concepts and administration Great communication skill, team player, quick learner, and Excellent collaboration skills CompTIA, ITIL, and MCSA can help take your career to greater heights Experience with Microsoft products and components Citrix, VMware, Hyper-V and basic server exposure is preferred Experience supporting remote users Ability to clearly communicate technical concepts to non-technical people Ability to recognize, analyze, and effectively solve problems in a timely and organized manner Ability to multi-task in a fast-paced environment and stress tolerant Exceptional oral and written communication skills Customer service orientated Attention to detail Well-developed time management skills
Job date: Wed, 16 Feb 2022 23:06:41 GMT
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