Specialist – Helpdesk

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.

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