About the job
Job Purpose:
To act as a first line support in handling and solving Etisalat ISP & EGS employees inquiries and
problems.
To ensure the quality of provided services & informations to all staff
KEY ACCOUNTABILITIES:
• Receive review new updates on reach.
• Coordinate with HR teams to update employees with latest services.
• Responsible for guiding employees through all medical inquiries.
• Ensure the leaves are adherent to the companys policy.
• Responsible for updating HR service desk IVR with the latest updates.
• Identifying product defects and recommending workarounds patches and/or upgrades.
• Escalating customer issues through Senior Specialists or Support Manager as needed.
• Properly documenting and tracking Employees inquiries and cases.
• Develop good understanding of assigned products and their version histories.
• Respond within agreed time limits to call-outs outside working hours.
• Manage IT related projects and business needs through official IT support channels.
• Regular contact with internal customers to solve and follow up their problems and ensure customer satisfaction.
• Responsible for new comers awareness of digitalized and automated tools.
• Responsible of daily weekly & monthly reports of HRSD operation.
• Responsible of employees inquiries regarding reporting lines & performance appraisals.
• Responsible for updating internal reach page.
• Responsible for solving some technical problems related to HR
systems.
• High quality of assigned tasks.
• Maintain the agreed on SLA for the received calls.
• Maintain the agreed on SLA for the assigned cases.
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