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Service Desk Analyst

The role of the Service Desk Analyst is to be the face of IFZA IT and be the first point of contact for IT queries from IFZA employees. The job requires customer interaction either in person, electronically, or over the telephone, therefore, it is essential that the Service Desk Analyst possess effective communication abilities, both for oral communication as well as for documenting procedures. In addition, the ideal candidate should have excellent problem & frustration handling and possess the ability to explain technical issues clearly to non-technical users should the situation arise.

Main Responsibilities

  • Being present on the IT Service desk and provide a welcoming environment for users
  • Answering and responding to inbound calls or electronic requests from end- users
  • Following up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
  • Taking ownership of issues and actively facilitating the resolution of reported incidents/user technical issues as they arrive
  • Using an ITSM tool to create, update, and manage tickets with precision and attention to detail
  • Identifying and classifying incident types and service interruptions
  • Logging incidents and requests into appropriate categorization on the IT ticketing system
  • Handling customers’ issues or requests with professionalism
  • Supporting problem identification
  • Recording incidents and cataloguing them by symptom and resolution
  • Escalating unresolved problems to a higher level of support when needed
  • Ensuring IT Assets are assigned to users correctly and system is maintained
  • Performing other job-related duties as assigned by Management

 

Qualifications and Experience

  • Full English proficiency is required
  • Advanced computer literacy is required e.g., MS Office
  • Proficiency in relevant information technologies and systems
  • ITIL V3/V4 or has a clear understanding of Incident, Request, Problem andChange management
  • Excellent communication and interpersonal skills
  • Strong customer service and telephone etiquette
  • Excellent time management and prioritization skills when handling multiple cases
  • Strong listening and questioning skills to ensure best practices and best solutions are established
  • Tertiary education in Computer Science, Engineering, or other relevant subjects OR equivalent in industry experience
  • 1-3 years’ experience
  • Experience with IT Ticketing system (Manage Engine experience a plus)
  • Proven experience as a Service Desk Analyst or similar
 
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BIZ FOR GOOD – A PITCH VLOG COMPETITION powered by IFZA in collaboration with Nikon ME, Rove Hotels and letswork

 

OFFICIAL RULES

ENTRY IS FREE. NO PURCHASE OR PAYMENT IS REQUIRED TO ENTER OR WIN. ENTRANTS MUST BE AT LEAST 21 YEARS OF AGE AT TIME OF ENTRY. THIS CONTEST IS INTENDED FOR PARTICIPATION IN THE UNITED ARAB EMIRATES (UAE) ONLY AND WILL BE GOVERNED BY APPLICABLE UAE LAWS. 

  1. The organizer of BIZ FOR GOOD – A PITCH VLOG COMPETITION (“Competition”) is INTERNATIONAL FREE ZONE AUTHORITY FZCO (“IFZA Dubai” or “IFZA”). The Competition is in no way sponsored, endorsed or administered by, or associated with either Face
  2. book, Instagram and LinkedIn. Facebook, Instagram and LinkedIn are hereby completely released of all liability by each Entrant in this Competition.
  3. The Competition is open to individuals (“Entrants”) aged 21 and older at the time of entry who have a personal Facebook, Instagram or LinkedIn account and are residents in the UAE. Employees of IFZA or their family members or anyone else connected in any way with the competition or helping to set up the competition shall not be permitted to enter the competition.
  4. The Competition will start on 17 October 2021 and will end on 5 December 2021.
  5. To enter the Competition, Entrants must complete the following steps:
    1. Sign up to the competition on the official portal, ifza.com/bizforgooduae
    2. Upload your video to the Entrant’s Facebook, Instagram, or LinkedIn accounts (which must be set to Public) with the following details:
  1. Add Biz for Good UAE to the title of the video
  2. Add Entrant’s name, your Facebook, Instagram, or LinkedIn account URL, and the hashtags #BizforGoodUAE.
  • Follow and tag the organizer (IFZA) and all partners (Nikon MEA, Rove Hotels and letswork) to qualify. 
  1. The accounts must be set to Public. The video should contain the Entrant’s pitch for a business idea.
  1. Submitted videos could be taken with any video recording device. Once posted, Entrant’s videos must remain on Entrant’s account until the end of the Competition Period set out at Rule 3 above, otherwise Entrant’s entry will not be judged and Entrant will not be eligible to win.
  2. Uploading a video according to Rule 4 above and entering the Competition signifies that the Entrant has accepted and is bound by these Competition Official Rules.
  3. There is no limit to the number of videos that Entrant can upload to participate, but each video must be unique and comply with these Competition Official Rules.
  4. Video(s) may be modified with any image editing software or programs. Entrant guarantees that video enhancement was made using legally acquired software.
  5. Video submissions:
    1. must be in the English language or accompanied with an English translation;
    2. may not be inappropriate, offensive, libelous or defamatory, pornographic, sexually explicit, unlawful or plagiarized, as determined by IFZA in its sole discretion;
    3. must be in accordance with prevailing UAE laws, ordinance, or regulation
    4. may not infringe upon any person’s personal or property rights or any other third party rights;
    5. may not contain commercial or corporate advertising,
    6. may not use any watermarks or distinguishing artist marks (such as signatures); and
    7. may not violate the terms of service of Facebook, Instagram or LinkedIn
  6. On or about 6 November 2021, IFZA will start reviewing all eligible video entries submitted through Facebook, Instagram and LinkedIn during the Competition Period. 20 Finalists will be selected by a panel of judges set by IFZA including at least one independent judge on the basis of the judging criteria. Judges’ decision will be final and binding and cannot be appealed. The videos will be judged, at IFZA’s sole discretion, based on the following criteria
    1. BUSINESS IDEA – 40%
    2. SOCIAL RELEVANCE – 30%
    3. CREATIVE PRESENTATION – 20%
    4. VISUAL/EMOTIONAL IMPACT – 10%
  7. On or about 16 November 2021, shortlisted entries will be contacted using Entrant’s Facebook, Instagram, or LinkedIn accounts by IFZA Dubai’s official accounts. Each shortlisted Entrant will be required to respond via email and (i) submit the file of the shortlisted video; and (ii) submit the Entrant’s name, contact number and address. Any potential winner may be required to sign an affidavit of eligibility, a liability release and/or a publicity release. Failure to comply when requested may result in disqualification.

If a potential winner does not respond and comply with the instructions within 2  days, or if the data reveals that the video does not comply with these Official Rules, the Entrant will not be eligible to receive the prize and an alternative winner will be selected.

  1. On or about 16 November, 20 shortlisted entries will be invited to create their final pitch to market their business idea and product/service to their target audience. Training sessions which will be organized by IFZA Dubai and the Competition Partners at the Rove Hotels on or about 19-20 November 2021. Attendance to these sessions are not required but highly encouraged.
  2. PRIZE Three winners will each receive
    1. IFZA Business License with 1 Visa Allocation
      1. IFZA Business Startup Support
      2. FlexiDesk
      3. Mentoring
      4. Website and Marketing Assistance
    2. Financial support of up to USD5,000
    3. Use or Rove meeting rooms (up to 10x)
    4. Letswork membership (3 months)
  1.  

The prize does not include other costs payable in relation to the winner’s establishment card, any status change fees, or the costs for medical tests and issuance of Emirates ID Card. The prize also does not include costs and processes related to securing third party government approval, should it be required based on the winner’s proposed business activities.

IMPORTANT: IFZA has no responsibility for a winner’s inability or failure to accept or utilize a prize as described herein. The prize is non-transferable nor convertible to cash. If a potential winner is found to be ineligible, is not in compliance with these Competition Rules, does not respond to the email in a timely manner, is disqualified or forfeits prize for any reason, or declines to accept the prize, IFZA reserves the right to award the prize to an alternate entrant who will also be selected per the judging criteria from all remaining non-winning entries received during the Competition Period.

  1. Finalists will be contacted on or about 9 December 2021 via private message.
  2. The winners will be announced in an event on 10 December 2021 at a specified venue in Dubai.
  3. Acceptance of prizes shall constitute consent on the winner’s part to allow IFZA & its representatives use of the winner’s name, image and/or likeness by IFZA for editorial, advertising, promotional, marketing and/or other purposes without further compensation or review except where prohibited by law.
  4. By entering videos into the Competition, the Entrant warrants that:
    1. the submitted videos comply fully with terms of service/use for Facebook/Instagram/LinkedIn and the Competition rules
    2. the permission has been obtained (and a copy will be provided to IFZA promptly upon request) to use the image and any other personal information of any person included in any of the submitted videos in accordance with these Official Rules; and
    3. the appropriate licenses, permissions and/or releases have been obtained (and a copy will be provided to IFZA promptly upon request) to use any music, images, video, audio, photos, text, or other materials contained in such videos from the owners thereof.
  5. IFZA Dubai makes no representations or warranties whether express or implied, regarding this Competition or the prizes, other than as expressly set out in these Competition Official Rules. IFZA shall not be liable for any technical errors or errors on the social media platforms that may prevent an Entrant from entering the Competition or from receiving or sending direct messages.
  6. IFZA may, without advance notice amend, cancel, suspend or postpone or change duration of the Competition at any time.
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