IT Support Specialist

3 weeks ago


Al Ain, Abu Dhabi, United Arab Emirates United Arab Emirates University Full time
Job Description

The IT Helpdesk Specialist will be responsible for providing technical assistance to users, answering technical questions, and accurately recording detailed descriptions of problems. This role requires strong customer service skills, technical knowledge, and the ability to work in a dynamic environment.

Key Responsibilities:
  1. Provide first-level support and advice on standard requests.
  2. Solve minor technical hardware and software issues.
  3. Assist in the preparation, deployment, maintenance, and change of hardware and software.
  4. Monitor availability of services and follow up on events reported by the monitoring system.
  5. Provide in-depth customer management to increase customer satisfaction.
  6. Assist with desktop operating systems, email, MS Office, various hardware, and remote access.
  7. Assess and solve difficult remote site issues over the telephone and live chat.
  8. Provide quick and accurate answers to the user community in regards to system, escalation, and correct documentation related problems/requests.
  9. Act as a liaison between customers and technical teams.
  10. Perform a variety of complicated tasks.
  11. Work on a shift basis within helpdesk working hours and be able to work for extended hours if required.
  12. Responsible for adhering to all information security policies and procedures of the University.
Requirements:
  1. Bachelor's degree in an IT-related field.
  2. At least 1 year of experience providing telephone and remote technical support.
  3. At least 1 year of experience using incident tracking software or ITSM systems.
  4. At least 1 year of experience in a high call volume environment.
  5. At least 1 year of experience handling concurrent or multiple tasks efficiently.
Preferred Qualifications:
  1. Good balance between customer service, technical skills, positive attitude, and willingness to learn.
  2. The ability to exercise appropriate judgment when assessing the needs of the client.
  3. Ability to determine the resolution best suited for each situation.
  4. Experience with Microsoft Operating Systems and Productivity tools.
  5. Basic understanding of customer access, applications, customer service, desktop, and network.
  6. Ability and willingness to work in a demanding organization.
  7. Knowledge of the ITIL methodology.
  8. Typing skills of 50-60 WPM (preferred).
  9. Aggressive learner, soft personal attitude, service organization intellectual capability, and team/collaborative mentality are non-negotiable requirements.
  10. Strong analytical ability to resolve complex issues in addition to effective communication.
  11. Ability to work both independently (with minimal supervision) as well as part of a team environment.
  12. Ability to follow direction and meet deadlines as required.
  13. Ability in meeting end-user requirements and in providing high-quality customer service.
  14. Ability to prioritize and organize your own schedule.
  15. Strong oral and written communication skills in English and Arabic.


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