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 Fresh graduate. Bachelor's degree in information technology, or any computer related major. Additional Information CNS Website Link: Home page - CNS (cns-me.com)