As a Specialist – Helpdesk, you will be the first level of contact for the IT department, responsible for logging calls from users and escalating IT service-related incidents to the appropriate teams or vendors for timely resolution. Your primary role will involve providing second-level software support, which includes operating system assistance, MS Office support, and basic network troubleshooting, both desk-side and remotely for user escalations.
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Core Responsibilities:
- Log and track IT issues raised by end users, ensuring proper escalation.
- Provide technical support for software inquiries and user issues.
- Manage users’ rights, profiles, and access control for IT systems.
- Act as the liaison with vendors to communicate user requirements.
- Monitor adherence to Service Level Agreements.
- Keep internal customers informed of the status of their requests.
- Coordinate resolutions between end users and technical staff.
- Respond to all cases and queries logged through the Helpdesk.
- Provide timely technical expertise and support to users.
- Address concerns regarding vendor installations and maintenance.
- Undertake additional duties as required.
Education and Skills Required:
- Bachelor’s degree in computer science, engineering, information systems, or a related discipline.
- ITIL Foundation certification.
- Cisco Certified Network Associate (CCNA) certification.
- Microsoft Certified Solutions Associate (MCSA) certification.
Experience:
- 3-5 years of experience in a similar role, preferably within the banking or finance industry.
- Working familiarity with the UAE market and regulations.
Language Requirements:
- Proficient in Arabic and English.
Skills:
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills for interaction with technical and non-technical stakeholders.
Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Job Type: Full-time, On-site
Duration: 1 year (renewable)
Experience Required: 3+ Years
Client: Government
