Receive user request, contact the user to collect the information and modify the request details. Provide accurate information on IT products or services Categorize the received request correctly according to the requirements from the user Define/analyze user requirements from a business perspective. Determine severity and prioritization classification for the request. Develop relationships and effectively communicate with employees and key business stakeholders. Provide timely/effective communications. Ensure Quality and Consistency when Handling employee’s requests. Close incident records within defined timeline threshold to minimize impact on user. Escalate issues to ensure proper sense of urgency/resource allocation. Evaluate incident to check if problem is need to open or not. Identify/associate related incidents. Aware of the importance of SLA’s and Key Performance Indicators (KPI’s) Complete Daily Operations and manage all calls, mails and Live Chat in accordance to the service desk process and procedures. Identify and suggest possible improvements on procedures Requirements Graduate of Computer Engineering or a related field . Very Good communication skills. Very Good computer skills (MS Word, Excel and Power Point) . Very Good in Service Desk Products, specially in Manage Engine Service Desk plus. ITIL Certified. preferred to have experience on change management. Benefits Free Recruitment Medical Insurance (Self & Family) Paid Leave Travel Ticket Family Benefits T&C applies as per Group Policy and UAE labour Law