Help Desk

BlackStone eIT; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

A leading IT service provider in Dubai seeks a skilled Help Desk professional to deliver technical support and enhance operational efficiency. You'll resolve client issues, provide guidance, and document support activities. Ideal candidates should have 5+ years of experience in IT support, strong troubleshooting skills, and proficiency in both Arabic and English. Competitive compensation and an on-site work model are offered.

Benefits

ON-SITE Model

Qualifications

• 5+ years of experience in a help desk or IT support role.
• Strong understanding of computer systems and networks.
• Familiarity with operating systems like Windows, macOS, and Linux.

Responsibilities

• Respond to IT support requests in a timely manner.
• Diagnose and troubleshoot hardware and software issues.
• Document and track support issues in the help desk system.
• Provide guidance and training to users on software.

Skills

Troubleshooting techniques

Customer-oriented approach

Excellent communication skills

Problem-solving abilities

Education

High school diploma or equivalent

Further education in IT

Tools

Windows

macOS

Linux

Job description

Overview

At BlackStone eIT, we are seeking a skilled Help Desk professional to join our dynamic team. The ideal candidate will provide excellent technical support to our clients and internal users, ensuring timely resolution of issues while delivering superior customer service. As a Help Desk team member, you will play a key role in enhancing the operational efficiency of our technology systems.

Responsibilities

• Respond to IT support requests via phone, email, or ticketing system in a timely manner
• Diagnose and troubleshoot hardware and software issues; provide solutions or escalate as necessary
• Document and track support issues, solutions, and user interactions in the help desk system
• Assist in setting up and configuring new equipment for users
• Provide guidance and training to users on software and tools
• Monitor and manage support ticket backlog to ensure issues are resolved quickly
• Stay informed on industry trends and emerging technologies to provide the best support possible
• ser Support: Responding to user queries and issues, either via phone, video call, email, chat, or in-person
• Troubleshooting: Diagnosing and resolving technical issues, which can range from simple password resets to 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

Requirements

• Strong understanding of computer systems, networks, and troubleshooting techniques
• Experience in a help desk or IT support role, preferably with 5 years of experience
• Proficient in Windows and macOS operating systems
• Excellent communication and interpersonal skills
• Customer-oriented approach and the ability to handle stressful situations
• Ability to work well both independently and as part of a team
• Certifications such as CompTIA A+ or similar are a plus
• High school diploma or equivalent required; further education in IT is preferred
• Technical Skills: Knowledge of computer systems, networks, and common software applications. Familiarity with various operating systems like 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 demeanour for dealing with frustrated users or complex IT issues
• Certifications: Certifications like CompTIA A+, Microsoft Certified Professional (MCP), or ITIL V4 Foundation

Benefits

• ON-SITE Model