Helpdesk Analyst

We are looking for a Helpdesk Analyst to provide 1st line support and guidance, ensuring that all requests, issues, orders, and complaints are recorded, categorised, prioritised, and resolved in compliance with agreed SLAs. You will be working as part of a team, have an excellent telephone manner and take pride in the work you deliver. Where possible, a first-time fix should be provided through using excellent questioning skills, tools, and knowledge bases, working to clearly defined ITIL processes. You will monitor the trending of incidents, support investigation into root cause, order management and creation and analysis of reports. As a primary point of contact, a high level of professionalism is paramount.

Key Responsibilities

• Acting as single point of contact for all engagement with the Customer community
• Accurately record all requests and incidents in the Service Management tool, assess impact and urgency, complete 1st line diagnostics and provide a First Time Fix where appropriate. Where a First Time Fix cannot be reached, assign to the appropriate group for resolution Monitor incidents trends for repeat incidents and proactive incident management.
• Understand and implement escalation procedures if an incident has the potential to breach SLA.
• Proactively manage updates to all parties with Incident/Request statuses through to resolution and to the customer’s satisfaction.
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution.
• Support the Problem Management function in the root cause analysis of incidents.
• Provide end user training and support during and after the on-boarding process and educate users on appropriate use of the available services.
• Actively contribute to and support in the creation of, Knowledge articles, Operating procedures, work instructions and as required for the role.
• Preparation of regular and ad hoc reports as determined by the Customer (daily, weekly, monthly)
• Timely response to ad-hoc data/analysis requests, according to business priorities; includes preparation of datasets for further processing and analysis of outputs.
• Accurately implement order entry including the ability and willingness to learn specific order management procedures.
• Analytical thinker, able to work with large sets of data to standardise and validate information with excellent attention to detail. Ensure the processing, planning and prioritisation of customer orders is based on the Customer’s procedures.

Contract type: Permanent.

Working hours: Full Time

Base location: Dubai

Skills, Qualifications & Experience

• Fluent in Arabic and English is essential (written and verbal)
• Strong customer-service orientation with a confident and enthusiastic approach to work
• Positive outlook, demonstrating patience, excellent listening and questioning skills, with a ‘can do’ attitude and the desire to learn.
• ITIL v4 Foundation or working within an ITIL Service Support framework (Incident, Problem, and Change) is desirable but not essential. Basic knowledge of an IT Service Management System tool (Remedy, HP Service Now, Hornbill, Heat, Peregrine).
• Experience of using data visualisation tools such as Power BI, Tableau or similar would be of benefit to this role.
• Microsoft Active Directory (users/computers) experience and/or experience of using network and IT monitoring tools is advantageous.
• MS Office 2007 (or later) user knowledge.
• Knowledge of order-take systems or SAP is beneficial or have the ability to learn and adapt to bespoke systems and processes.
• Able to work to strict Policy and Procedures and desire to ensure consistency in approach to all tasks.

About De La Rue

De La Rue’s purpose is securing trust between people, businesses, and governments.

We operate across six continents to provide highly secure physical and digital solutions to 140 countries. As an authentication and currency provider we are the trusted partner of choice for governments, central banks and businesses seeking to secure their global supply chains and cash cycles.

Specialising in product design, international manufacturing, and digital solutions, we are trusted by governments, central banks and brands to provide secure products and services that protect economies, revenue sources and reputations. Our solutions enable businesses and people to participate securely in the global economy whilst protecting people from the impact of counterfeiting and illicit trade.

Benefits

• Hybrid working opportunities.
• Generous leave entitlement
• Life assurance - 4x your annual salary
• Health insurance
• Various other perks and Employee Assistance packages
• Enhanced family friendly policies

Please note that applications are reviewed on a rolling basis and therefore interviews may be held prior to the closing date for this vacancy.