Job Description

Job Title: Helpdesk Support

Location: Dubai

Job Summary:

• Providing support in all technical matters related to information technology in the department, which includes technical support for computers Automation, applications, and other related technology.

Key Responsibilities & Accountabilities

• Providing timely and efficient technical support to our employees.
• Troubleshooting hardware and software issues.
• Offering remote assistance and on-site support when necessary.
• Have experience on MAC/WIN 
• Providing support to the department's staff in various matters, identifying, diagnosing, researching and solving first-level technical problems in Location and remotely by phone or desktop
• Document, monitor, and follow up calls for unresolved outstanding issues.
• Escalating problems to support the second level as needed and issue
• Coordination between the customer and support the second level in the provision of services. 
•  Track inventory by adding new purchased items, assigning items to users and updating details Customer
• Dealing with training preparations and downloading programs for any training courses. 
• Dealing with the download of all required computer programs (operating systems and networks, office, oracle, acrobat... etc). 
•  Ensure that printers work effectively and efficiently at all times. 
• Dealing with technical support that includes specifications, loading and testing of computer systems and computer-related devices Automated within the standards and guidelines associated with the department
• Maintain personal computers and printers and follow up with suppliers if necessary. 
•  Add, remove or change user profiles to provide appropriate authorization levels necessary for server access .Active Directory ،(Windows Server)
• Providing support in reviewing computer problems and dealing with technical problems facing employees in the department
• Provide the necessary support to the director of the administration and carry out any other tasks assigned to him
• Add, remove or change folder share user profiles
• Dealing with preparatory preparations in internal and external meetings, exhibitions and conferences.

Ensuring an experience

• Provide the necessary suggestions and modifications for the services provided and reorganize customer service internally
• Consistent to serve customers in a smooth and appropriate way that achieves the objectives
• Installation and operation of new devices and installation of programs and operating systems
•  Follow-up and maintenance of computers for customers or employees
•  Preparing reports on maintenance operations with recommendations for solutions, proposals and recommendations in case the department needs
• To carry out new developments with technical devices and equipment
•  Conducting the necessary training for employees on new systems or software.
• Implementing network security policies in accordance with the standards and policies adopted by the competent government authorities
• To carry out any other tasks within the scope of his responsibility entrusted to the head of the information technology department or the director of the support services department

Education & experience

• Exp- 5-7 Years
• Higher Diploma or bachelor's degree in computer science or information Technology Management or equivalent from a recognized university
• .Microsoft Certified Systems Administrator (MCSA)
• ITIL Foundation
• Bachelor's degree: 1 - 0 experience in the field of information technology.
•  Office Microsoft، word، excel، PowerPoint. Advanced skill in using the program

Technical Skills:

•  Skill in using, updating and managing information technology systems and programs effectively.
•  Proficiency in Arabic and English. Ability to read, analyze, formulate letters and correspondence according to standards,
• Ability to respond to customer and employee inquiries.