Bayt.com
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Job Description

We are urgently hiring for L1 Team Lead for our client company in Dubai.


Must have requirement: Arabic Language

Must have a valid UAE Driving License

Mode: Hybrid


Scope of Work:

  • Managing the help desk team and evaluate performance.
  • Ensuring end user service is timely and accurate on daily basis.

Contribute to improving customer support by actively responding to queries and handling complaints.

  • Establish best practices through the entire technical support process.
  • Develop daily, weekly and monthly reports on help desk team’s productivity.

Maintain ongoing communication of incident updates to customers provided by 2nd and 3rd line support teams.

  • Ticket management of Incidents, Problems, Change and New Requests.
  • Maintenance schedules through the maintenance calendar and tasks.

Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.

  • Engage with required stakeholders to provide Root Cause Analysis (RCA) for outages.

Understanding ITIL Service Lifecycle, incident management concepts, problem management, workflows and complete IT Service Management.


Skills

Requirements:

  • 4-5 years of experience in software industry in general with minimum 3 year in similar customer support role
  • Bachelor’s degree in computer science, engineering, or a related field preferred but not mandatory.
  • Experience in a similar role would be advantageous.
  • Excellent technical, diagnostic, and troubleshooting skills.
  • Strong leadership and organizational abilities.
  • Willingness to build professional relationships with staff and clients.
  • Excellent communication, motivational, and interpersonal skills.
  • Should possess a UAE Driving License
  • Should know fluent English Language
  • Arabic Language: Preferred


Working Hours: Rotational Shifts basis between 7:00 am to 10:00 pm, and on-call beyond 10:00 pm.


Candidates with relevant experience shall apply. Only shortlisted candidates will be contacted.

Job Details

Job Location
Dubai United Arab Emirates
Company Industry
IT Services
Company Type
Employer (Private Sector)
Job Role
Information Technology
Employment Type
Contractor
Monthly Salary Range
Unspecified
Number of Vacancies
2

Preferred Candidate

Years of Experience
Min: 4 Max: 5
Residence Location
Dubai,United Arab Emirates
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Ceenex Global LLC
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Ceenex Global is a leading system integrator and an ICT solution provider and a Tiered partner to almost all major technology vendors and is a pioneer in delivering ICT solutions and services in Enterprise Systems, Cloud Offerings, Data networking & Information Security, Unified Communication, Microsoft Licensing & Solutions, Value Added Services, BCP & DR, Data Centers, and above all Outsourcing Services.

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