IT Helpdesk Analyst

**Job Summary**:
The primary role of an IT HelpDesk Analyst is to deliver exceptional technical support and customer service to end-users of AURAK's IT resources. Serving as a frontline contact, the role entails promptly addressing and resolving IT-related issues and inquiries to minimize disruptions and ensure optimal utilization of technology resources. Additionally, the IT HelpDesk Analyst will play a crucial role in maintaining accurate records and collaborating with other IT support teams to enhance service delivery. Overall, the position aims to foster a positive end-user experience while supporting the smooth operation of IT services across AURAK community.
**IT HelpDesk Analyst**

**American University of Ras Al Khaimah**

**General information about institution**

The American University of Ras Al Khaimah (AURAK) is an independent co-education institution of Higher Education that provides an integrated American-style, undergraduate and graduate education. All programs are accredited by the Ministry of Education of the UAE; additionally, it is accredited by the U.S. regional accreditation association, the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC). The American model of higher education ensures not only skills in specific academic fields, but also a general education curriculum that exposes students to new ideas and ways of thinking critically about local and global issues. AURAK is a young and rapidly growing university. AURAK is located in Ras Al Khaimah, one of the Northern Emirates and a rapidly growing region. The beauty of Ras Al Khaimah is reflected in its traditions and diverse landscapes — its white sandy beaches, the majestic Hajjar Mountains, the expansive desert and its sands dunes, and the many historical sites.

**Job Purpose & Responsibilities**

The primary role of an IT HelpDesk Analyst is to deliver exceptional technical support and customer service to end-users of AURAK's IT resources. Serving as a frontline contact, the role entails promptly addressing and resolving IT-related issues and inquiries to minimize disruptions and ensure optimal utilization of technology resources. Additionally, the IT HelpDesk Analyst will play a crucial role in maintaining accurate records and collaborating with other IT support teams to enhance service delivery. Overall, the position aims to foster a positive end-user experience while supporting the smooth operation of IT services across AURAK community.

**Minimum Qualification and Education**

**Desirable**: Preferred certification - ITIL/PMP.

**Required Knowledge and Skills**
- Familiarity with IT HelpDesk ticketing systems for logging, tracking, and managing support requests efficiently.
- Excellent communication and interpersonal skills to effectively assist end-users and provide high-quality customer support.
- Strong understanding of computer hardware, software, and operating systems, with the ability to troubleshoot and resolve common IT issues.
- Ability to work productively with other members and proactively take on fair share of work.
- Must display ability to work independently and exhibit the initiative to actively work assigned tasks to completion.
- Good attention to detail and ability to show initiative.
- Strong organizational skills to prioritize tasks effectively, manage workload efficiently, and meet service level agreements (SLAs) without supervision.
- Ability to prioritize, manage and perform under pressure to meet deadlines.
- Willing to work flexibly and with enthusiasm.
- Ability to analyze and diagnose IT problems, identify root causes, and implement effective solutions in a timely manner.
- Knowledge of Customer Service best practice.
- Analytical Thinking.
- Customer Service Orientation.
- Organizational Commitment.
- Self-motivated, team worker.
- Conflict Resolutions Skills
- Highly innovative.

**Work Experience**
- 2 years of experience using IT HelpDesk ticketing systems to log, prioritize, and track support requests, ensuring adherence to service level agreements (SLAs) and maintaining accurate documentation.
- 4 years of experience delivering high-quality customer service, actively listening to users' concerns, and communicating technical solutions in a clear and understandable manner.

**Language proficiency required**

**Essential**: English, fluent

**Desirable**: Arabic, basic, any other language is an asset

**Competencies**
- Service Excellence
- Professional Ethics and Integrity
- Problem-solving
- Time Management
- Teamwork
- **Reporting line**

IT Manager