Help Desk

BlackStone eIT; Abu Dhabi; On-site; AED 90,000 - 120,000; Full time

Job summary

A leading IT support firm in the UAE is seeking a Help Desk professional to provide exceptional technical assistance. The ideal candidate will have a minimum of 5 years experience in IT support, strong troubleshooting skills, and be bilingual in Arabic and English. Responsibilities include resolving IT issues, managing support tickets, and assisting users with IT resources. This on-site role offers time flexibility and potential relocation based on performance.

Benefits

ON-SITE Model

Time Flexibility

Relocation after 6 months based on performance

Qualifications

• Knowledge of Windows, macOS, and Linux is important.
• Experience: Minimum 5 years in similar operations; bilingual Arabic-English required.

Responsibilities

• Respond to help desk inquiries through phone, email, and chat.
• Troubleshoot hardware, software, and networking issues.
• Create, update, and manage support tickets.
• Assist in deployment and maintenance of IT equipment.
• Guide users on the effective use of IT resources.
• Collaborate with IT professionals to resolve complex issues.
• Monitor ticket status to provide users timely updates.

Skills

Knowledge of computer systems

Problem-Solving Abilities

Communication Skills (Arabic and English)

Customer Service Orientation

User Support

Troubleshooting

Hardware and Software Maintenance

Escalation of Issues

User Training and Guidance

Ensuring Compliance

Education

Certifications like CompTIA A+, MCP, or ITIL V4 Foundation

Job description

Overview

Join BlackStone eIT as a Help Desk professional and become an integral part of our dedicated IT support team. In this role, you will be responsible for delivering exceptional technical assistance to our clients and staff, ensuring that their IT-related issues are resolved effectively and efficiently. Your role will be crucial in maintaining optimal functionality across our technological infrastructure.

Responsibilities

• Respond to help desk inquiries promptly through various channels, including phone, email, and chat.
• Troubleshoot and resolve hardware, software, and networking issues while maintaining a high standard of customer service.
• Create, update, and manage support tickets in the ticketing system to ensure all requests are tracked and addressed.
• Assist in the deployment, configuration, and maintenance of IT equipment and software.
• Guide and educate users on the effective use of relevant applications and systems.
• Collaborate with other IT professionals to escalate and resolve complex technical problems.
• Monitor the status of support tickets to provide timely updates to users.
• Stay informed about new technologies and updates to better serve the organization.

Requirements

• Technical Skills: Knowledge of computer systems, networks, and common software applications. Familiarity with Windows, macOS, and Linux is also important.
• Problem-Solving Abilities: The ability to diagnose and resolve technical issues efficiently.
• Communication Skills (Arabic and English): Strong verbal and written communication skills are essential for explaining complex IT concepts to non-technical users.
• Customer Service Orientation: A friendly and patient demeanor for dealing with frustrated users or complex IT issues.
• Certifications: Certifications like CompTIA A+, Microsoft Certified Professional (MCP), or ITIL V4 Foundation.
• User Support: Responding to user queries and issues, either via phone, video call, email, chat, or in-person.
• Troubleshooting: Diagnosing and resolving technical issues, including simple password resets and more complex problems with network connectivity or software functionality.
• Hardware and Software Maintenance: Installing, configuring, and updating hardware and software, and ensuring they are functioning correctly.
• Documentation: Keeping records of issues and resolutions, maintaining IT inventory and documentation of processes and systems.
• Escalation of Issues: Recognizing when a problem needs to be escalated to a higher-level technical team or management.
• User Training and Guidance: Educating users on how to use various IT resources and software applications effectively.
• Ensuring Compliance: Making sure that IT practices adhere to organizational policies and industry standards, including security protocols.
• Experience: Minimum 5 years of experience with exposure in similar Operations; bilingual Arabic-English is a must.

Benefits

• ON-SITE Model
• Time Flexibility
• Relocation after 6 months based on performance