IT Help Desk

Al Madina Agencies And Services - Abu Dhabi

Job Title: IT Help Desk -

Applicants who can perform the job duties can apply only also who are living in UAE.

Education:

Bachelor's degree or three years diploma in computer science or engineering preferred.

Skills and Experience:

Two or more years of related experience with computers and providing customer service in a technological environment, preferably in higher educational institutions. Professional certifications such as ITIL Foundation is desirable.

Job Duties :
IT Help Desk staff will provide support to end users on a variety of IT issues. The position’s primary focus is in the areas of computer operations, user and desktop support (hardware and software), helpdesk, and data management. For issues that are beyond first level troubleshooting, the staff will route the service tickets to the appropriate IT Support staff to ensure a timely resolution.

Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns.

Provide help desk support in‐person, online and over the phone.

Create and route service and incident tickets, keep up with SLA, and maintain ticket routing and workflows.

Provide assistance in the use of personal computer hardware, software, and specialized systems or operate a multi‐platform computer environment.

Monitor, operate, coordinate and assist others in the operation of computer hardware, software, and peripherals in order to achieve desired results.

Provide information to students, staff, faculty or other Client stakeholders on established policies and procedures, or services provided.

Perform a variety of moderately complex information technology support duties to ensure smooth delivery of technology services.

Utilize computer equipment, software and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair and computer operations assignments.

Set up and configure desktop computers, peripherals and accounts assigning security level. Test programs. Install software and repair hardware and peripherals.

Troubleshoot, diagnose problems, implement corrective action procedures within prescribed guidelines and/or escalate to other technical resources as appropriate.

Repair and maintain computer equipment and may assist with testing personal computers and peripherals on a network to diagnose, hardware versus software problems.

Maintain records. Design and produce basic reports.

Work with minimum supervision and may act as lead when the need arises. Updates supervisor on status of projects or technical issues.

Exercise judgment and creativity in selecting and applying procedures correctly and determine when to refer problems to the supervisor or next level of support.

Contribute to department goals by accomplishing related duties as required.

Job Types: Full-time, Contract

Experience:

  • technical support: 2 years (Preferred)
  • Help Desk: 2 years (Preferred)
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