Service Desk Support Engineer/ Analyst

We are currently looking for a talented Service Desk Support Engineer/ Analyst to join our team in Abu Dhabi !!! Key Accountabilities • Serve as the first point of contact for customers seeking technical assistance through various channels like phone, chat and email. • Experience in Core IT Support, addressing local as well as global customers. • Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams, Skype) • Experience in ServiceDesk Ticketing Tool (ServiceNow, Symphony, Etc). • Working knowledge of computer operating systems (Windows, MacOS), hardware diagnosis/set up, and software installation/troubleshooting. • Real time Ticket creation and documentation. • Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner. • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Determine the best solution based on the SOPs / KBs related to the issue and the relevant details provided by customers. Adress basic tickets based on SOPs/ KBs prior to forwarding to L2/L3 technical fulfillers. • Walk the customer through the problem-solving process. • Escalate unresolved issues to the next level of support personnel. • Provide accurate information on products or services. • Record events and problems and their resolution in logs, update on Jira. • Follow-up and update customer status and information. • Pass on any feedback or suggestions from customers to the appropriate internal team. • Identify and suggest possible improvements to procedures and KB articles. • Good understanding of computer systems, mobile devices, and other tech products • Ability to diagnose and resolve basic technical issues faster, with creation, monitoring and analysis of dashboard. • Continually develops and maintains technical skills to ensure high quality levels of technical support. Experience • 3-5 years of previous experience in Service Desk/Technical Support - L1/L2/Desktop Support (Mainly CSM) • Proven experience in a similar helpdesk role. • Strong understanding of technology and software development processes. • Excellent communication and interpersonal skills. • Exceptional organizational and project management abilities. • Ability to translate technical language into accessible content for tickets. • Experience with CSM software and proposal management tools. Essential Knowledge and Skills • Experience working in a fast-paced environment. • Strong customer service experience. • Excellent communication skills. • Ability to multitask well. • Knowledge regarding software development lifecycle and developmental tools like JIRA, Confluence, SAP and CSM platforms (Like ServiceNow, Symphony AI, Remedy, Control M, etc) • Knowledge of ITIL V3, V4 and ticketing tool CA Service desk, Service Now, Jira, Azure DevOps, Fresh desk etc (as described above). • Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies. • Strong written, verbal and presentation skills. • Expert in MS Office suit, mainly MS Excel and Power Point. • Ideal candidate should be a strong driven individual with strong analytical mindset, initiative-taking and disciplined. • Strong problem-solving skills and analytical mindset. • Team player with the ability to work independently. • Attention to detail and commitment to accuracy. • Capacity to work under pressure and meet deadlines and Ability to work without direct supervision. Years of Experience 4 to 8 years of experience Languages: · English . Excellent communication, verbal and written skills. You are looking for a great opportunity to be part of an amazing challenge, with great development possibilities ? This job is for you ! About KLANIK: Klanik is an IT consulting company providing solutions to some of the world’s largest industrial and services groups for 10 years. We support our clients with the creation and development of their new products and services around 4 main business lines: ➜ Information Technology and Systems (IT & IS) ➜ DevOps and Cloud ➜ Big Data and AI ➜ Cybersecurity Klanik is a community of +500 passionate experts empowering clients in 6 countries throughout Europe, Middle East and the Americas. Our Team is dedicated to offer our global clients project support while guaranteeing a consistent level of service alongside a commitment to excellence and strong core values. We’re always looking for smart, talented, driven, down-to-earth, fun-to-work-with people who want to make a positive and meaningful impact! Being a “KLANIK” That means being an out of the box thinker, a precursor who is keen to create, innovate and collaborate in an environment where you can enjoy being yourself and valued for your ideas. It’s being part of a community of experts that have a passion for and stay abreast of the latest technologies. You feel like a technology pioneer, full of creative ideas, supported by a strong know how and expertise in the latest technologies? We believe you could be a good fit to our culture! Our culture is our pride At Klanik, we believe that we are stronger together than we are alone. Trust, ethics, respect and transparency are deeply fixed in our culture, alongside with the pride in a job well done. Our community motto is that people give the best of them when they feel listened, respected and empowered to develop themselves. Therefore the better we treat our people, the bigger the success they will achieve. We apply those values on day to day basis among our teams, with our clients and even with our competitors. Being part of the Klanik community means relying on each other’s, learning from each other’s and growing all together. Our community fosters creativity, innovation and development within our teams to tackle more and more complex challenges and deliver the best solutions to our clients.