Respond to and resolve Service Desk hotline calls and tickets professionally, accurately, and in a timely manner.
Interact with all levels of staff to troubleshoot IT-related issues for Mashreq employees globally.
Consult the knowledge database or conduct online research to investigate and resolve problems with hardware, software, peripherals, VDI, networks, etc.
Escalate issues to other IT teams and follow through on resolutions.
Deliver solutions to diffuse stressful, escalated technical situations, resulting in exceptional customer satisfaction.
Track all hotline calls in the ITSM ticketing software with clear and concise problem/root cause descriptions.
Proactively maintain knowledge base articles, SOPs, and other documents related to the Service Desk.
Coach and train new Service Desk engineers during the onboarding process.
Support the SD Team Lead by providing weekly/monthly statistics to the SD Manager to improve efficiency.
Liaise with the SD Manager and Team Lead to review and implement continuous improvements in Service Desk processes.
Maintain a high level of employee morale within the Service Desk team through open communication and collaboration.
Provide support to the Field Engineering team as needed for small projects and during critical incidents.
