IT Service Desk Assistant

Confidencial; United Arab Emirates; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to manage user requests and ensure seamless operations. In this role, you will be responsible for administering user accounts, resolving incidents, and providing first-level support through various communication channels. Your expertise will help maintain system functionality and user satisfaction while collaborating with multiple departments. If you are passionate about technology and enjoy helping others, this opportunity offers a dynamic environment where your contributions can make a significant impact.

Qualifications

• 2+ years of relevant IT support experience.
• Strong communication skills in English.

Responsibilities

• Administer and respond to IT service requests and incidents.
• Provide first-level support and maintain user satisfaction.
• Monitor application systems and coordinate resolutions.

Skills

IT Support

User Account Administration

Communication Skills

Incident Management

Trend Analysis

Education

Diploma in IT

Tools

Marvel Tracking System

SPARCS

PROMIS

Maximo

Job description

Job Purpose:

To administer, process and respond to end user support request through different communication channels, resolve requests when applicable, ensure all activities are in compliance with department policies and procedures.

Key Responsibilities:

• Register and respond to all IT Service requests & incidents related to service desk Application by answering calls and responding to emails ensuring capture of incident criticality and priority.
• Resolve requests directly and provide first level support, maintain a log of all requests, track and monitor user satisfaction & proactively look for root causes. Provide status information to users ensuring the resolution status captured in Status Tracking System e.g. Marvel tracking system.
• Escalate and follow up on cases with assigned request to 2nd & 3rd levels support which could not be resolved directly by the first level support; on failures of access points, Data Centers Temperatures, GPS issues etc...
• Administer Organisation User Domain by creating/modifying/validating user accounts, password resets, account lock/unlock and access revocation
• Administer Desktop Background to all PC Users, broadcast messages to all users and take approvals for downtime from the Business Application owners as and when required.
• Obtain security approvals for USB access, VPN access, file transfers, temporary internet access, accounts extensions, installation of licenses for 3rd party software's and its usage and other related requirements.
• Create workflow for IT department, Company HO, P&O, Dubai Trade Users and other third parties, and complete/route workflow requests generated for applications request and accounts creation
• Monitor Port Application Systems & Application Servers usage and functionality including but not limited to SPARCS, PROMIS, T&A, AFKAR, Maximo, Gate Automation.
• Coordinate resolution of issues within the scope of service level agreements with all the parties concerned including other departments, ITC, Imdaad, Telecommunication and external parties.
• Perform remote software distribution and upgrades when applicable for resolving issues
• Provide trend analysis report and AD audit reports for management review and decision making.

Required Criteria:

• Diploma in IT or higher
• 2+ years relevant experience
• Good English communication skills