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IT Helpdesk Engineer

3 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Dautom Full time

Job Responsibilities:
  1. Provide first and second line technical support answering user queries relating to hardware and software problems via desk visit, phone, and email.
  2. Answer and log all service desk calls received in a timely manner, escalating any issues to third line support when required.
  3. Proactively monitor the Service Desk inboxes.
  4. Resolve IT Support issues as the first point of contact, aiming to resolve as many calls as possible.
  5. Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress and driving issues through to resolution, offering mitigations where applicable.
  6. Maintain user accounts on various systems including AD and Exchange.
  7. Maintain the Firm's hardware (e.g., mobile devices, laptops, PCs, monitors, etc.).
  8. Manage processes such as new joiners, leavers, mobile distribution, laptop loans, etc.
  9. Assist with Conference/Meeting Room setup and support.
  10. Build and install PCs and mobile devices.
  11. Assist with Project work and implementation.
  12. Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
  13. Alert management and service owners to emerging trends in incidents.
  14. Assist in software releases and rollouts according to Change Management best practices.
  15. Escalate incidents with accurate documentation to service owners when required.
  16. Record, track, and document the Service Desk incident solving process including all successful and unsuccessful decisions made and actions taken through to final resolution.
Requirements:

Bachelor's degree in Information Technology, Computer Sciences, or relevant discipline.

Experience: Minimum 6 years in the relevant field in a fast-paced working environment.

Remote Work: Not available


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