Technician Retail Service Desk

About the role

The Technician Retail Service Desk provides first‑line technical assistance to customers of a leading UAE telecom operator. Working 24/7, you will handle phone and email inquiries, resolve incidents, and ensure a seamless experience for end‑users.

Key responsibilities

• Maintain continuous telephone and email support for the Service Desk (24 × 7 × 365).
• Act as the primary point of contact for customers seeking technical help.
• Monitor support mailboxes, log tickets, and track incidents and service requests in the service desk tool.
• Perform remote troubleshooting using diagnostic techniques and customer‑provided information.
• Escalate unresolved issues to the appropriate resolver group.
• Document events, problems, and resolutions accurately.
• Provide timely updates to customers and relay feedback to internal teams.
• Suggest procedural improvements based on observed trends.

Required profile

• B.Sc. in Telecommunications, Computer Engineering or a related field.
• 1‑3 years of solid experience in a telecom environment.
• Strong verbal and written communication skills.
• Ability to work effectively in a 24 × 7 × 365 setting.
• Customer‑focused attitude with the capacity to explain technical issues to non‑technical users.

Required skills

• Proficiency with HP Service Management tool.
• Strong command of Microsoft Office applications.