Service desk analyst

ResponsibilitiesEnsure full availability of Service Desk telephone and email support during shift.Provide telephone and email support for clients and users.Pro-actively monitor support mailboxes and log in the system.Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.Create, document, and review work instructions to help deal with similar incidents and requests.Take full ownership of all open Incidents and Service Requests and update them on a daily basis as minimum.QualificationsSecondary education in IT or related field.Current Microsoft or Cisco certifications backed with practical hands‑on experience (MCITP, MCTS, CCNA and CCNP).Experience with BES and Blackberry support.At least 1 year support of Cisco IPT systems.Troubleshooting and problem analysis skills.Experience with HP Service Manager is a plus.Operational experience in maintaining complex IT environments. Excellent English written and verbal communication skills.Knowledge of Arabic is a plus.About The CompanyABC Consultants is one of the leading players in organized recruitment services in the Middle East. We are the preferred recruitment partners for clients and a trusted consultant for all senior professionals. Our network is spread across continents and enables us to bring an international approach to recruitment.We are located in the regional business hub, Dubai and cater to the Middle East & African countries. Our sourcing and recruitment solutions are focused on servicing upper middle management, senior management & c level mandates.