Company Description
CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.
We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.
We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.
CNS also has state-of-the-art network operation centers in Abu Dhabi and Dubai that develop in-house software and applications providing end-to-end solutions to our customers and partners.
Job Description
A service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users/customers receive appropriate help in a timely manner.
Job Description:
Increase Client Satisfaction
- Define/analyze client requirements,
- Develop/deliver innovative solutions,
- Develop relationships and effectively communicate with clients and key business stakeholders,
- Effectively manage change,
- Escalate issues for timely resolution,
- Grow consultative relationships with clients,
- Manage client requests to resolution,
- Meet/exceed client expectations,
- Provide timely/effective communications,
- Ensure Quality and Consistency when Handling Customer Calls
- Resolve problems quickly
- Collaborate for a solution in order to facilitate a superior customer
Experience and increase the customer satisfaction
- Drive Incident Resolution to Ensure Business Continuity
- Close incident records within defined timeline threshold to minimize impact on client / outage,
- Coordinate problem resolution and create Incident record,
- Determine need for additional resources and assign to correct service provider (group or individual),
- Determine severity and prioritization classification for the Incident,
- Escalate issues to ensure proper sense of urgency / resource allocation,
- Evaluate incident to determine if Change record is needed,
- Identify/associate related incidents,
- Manage Incidents to resolution, within the defined timeline
- Perform Incident diagnostics and resolve incidents and restore service
Enable Timely and Effective Delivery of Requested Services
- Analyses reviews Request and determine if escalation is needed,
- Creates Request record/register a request,
- Determines severity and prioritization classification for the Request,
- Ensures Requestor is properly authorized to receive requested services,
- Escalates issues to ensure proper sense of urgency / resource allocation,
- Manages Requests end-to-end, from Request registration, routing, recording/documentation, rejection and un-routing.
- Process Information Requests
Reporting & Contribution
- Regular reporting on service delivery performance to Client Services Manager and clients
- Regularly report service improvements implemented and recommend actions to further improve performance and service
Qualifications
- 3+ years of experience.
- Bachelor's degree in information technology, or any computer related major.
