The Specialist - Helpdesk role involves serving as the initial point of contact for all IT-related queries. The incumbent is responsible for logging user issues and escalating incidents to the appropriate technical teams or vendors for timely resolution. Key responsibilities include:
- Providing second-level technical support, including troubleshooting operating systems, Microsoft Office applications, and basic network issues, either remotely or through desk-side assistance.
- Administering user accounts, access rights, and IT system profiles to ensure secure and efficient access control, contributing to a high standard of internal customer service.
- Liaising with external vendors to communicate user requirements and monitor compliance with Service Level Agreements, ensuring organizational IT needs are met effectively and according to defined standards.
- Ensuring prompt and effective resolution of technical issues while keeping users informed of progress and updating the service desk with resolution outcomes.
- Coordinating communication between end users and technical teams, escalating unresolved issues as necessary.
- Responding to all IT service requests and incidents logged through the Helpdesk system, adhering to established procedures.
- Addressing verbal and written user queries promptly and professionally and offering technical expertise across various IT support areas.
- Assisting branches and subsidiaries with vendor-related installations and maintenance issues, and performing additional duties as required.
Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Job Type: 12 months - renewable contract
Work Conditions: On-site, Full-time
Languages Required: Arabic and English
Qualifications & Requirements:
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline.
- 3–5 years of relevant experience, with at least 3 years in a similar IT support role within the banking or financial services sector.
- Prior experience working in the UAE, with knowledge of local market practices and regulations.
- Proficiency in both Arabic and English is essential.
- Strong analytical thinking and problem-solving abilities.
- Excellent communication and interpersonal skills, capable of interacting effectively with both technical and non-technical stakeholders.
