Role Purpose:
- Provide technical support related to computer systems, hardware, or software to end-users.
- Respond efficiently to employee queries, runs diagnostic programs, isolate problems, and implement solutions.
- Monitor and report on IT Helpdesk data, identifying recurring issues, and user training requirements.
- Contribute to IT projects and new system deployments by working closely with IT Infrastructure Manager.
Key Accountabilities:
- Provide technical support to employee's queries and issues related to computer systems, software, and hardware.
- Walk end-users through the problem-solving process.
- Act as an IT Help Desk representative and ensure all queries are efficiently addressed and resolved in due time.
- Keep IT Helpdesk system records up to date.
- Train computer users when and as required.
- Install, modify, and repair computer hardware and software, as well as computer peripherals.
- Clean up and recycle computers.
- Run diagnostic programs to resolve problems.
- Maintain asset information for end-user IT equipment.
- Provide general administration support to the IT function.
- Provide high quality of customer service.
Core Competencies:
Customer Focus:
Ability and willingness to give priority to the external (i.e., contractors, consultants, partners, and suppliers) and internal customers (i.e., other departments), delivering a high-quality service to meet or exceed their expectations. Building long-term relationships and focusing efforts on providing an outstanding experience. Provide advice and guidance to ensure continued service excellence.
Drive for Results:
Ability to meet and possibly exceed objectives and targets. Effectively overcomes obstacles and meets goals to improve long-term results. Consistently delivers required business results.
Teamwork:
Ability to work cooperatively with others, to be part of the team, and work together towards a common goal. Develop and maintain positive relationships with others, allowing them to overcome obstacles and difficulties.
Foster Innovation:
Ability to create new ideas and use them to develop new or improved processes, methods, solutions, technology, unexplored markets, products, or services. Committed to embrace and adopt change.
Qualifications, Experience, Knowledge & Skills:
- BSc degree in Computer science or equivalent.
- 2+ years of experience in providing IT Helpdesk support services.
- Hands-on experience in troubleshooting hardware, software, and network issues.
- Sound technical knowledge of IT systems such as servers, virtualization, Active Directory, Networking, Routing & Telecom systems.
- Strong communications and problem-solving skills.
- Fluent English, Arabic is an added advantage.
- Proficient MS Office skills.
- Valid UAE driving license
