Help Desk & I.T. Coordinator

Ali & Sons; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

An established industry player in the Oil & Gas sector is seeking a proactive IT Support Officer to deliver exceptional service to internal users. In this dynamic role, you will troubleshoot technical issues, manage service requests, and enhance user satisfaction through effective communication. Your contributions will help streamline IT processes and ensure smooth operations within the department. If you are tech-savvy and passionate about providing top-notch support, this opportunity is perfect for you to make a significant impact in a collaborative environment.

Qualifications

• Proven experience in technical support and troubleshooting.
• Strong communication skills to deliver exceptional customer service.

Responsibilities

• Provide technical support and troubleshoot issues for internal users.
• Log and manage service requests through the internal ticketing system.
• Act as the first point of contact for all IT-related queries.

Skills

Technical Support

Troubleshooting

Customer Service

Communication Skills

Tools

IT Ticketing System

Job description

We're looking for an IT Support Officer who is proactive, tech-savvy, and passionate about delivering top-notch service to internal users. If you're ready to troubleshoot, streamline, and support, this role is for you!

Key Responsibilities:

1. Technical Support & Troubleshooting

   Handle remote troubleshooting using diagnostic tools and user input.

   Identify solutions based on issue details and guide users through the resolution process.

   Escalate unresolved problems to higher-level support teams.

   Provide accurate information on IT systems, software, and services.

2. IT Ticketing & Issue Management

   Log and manage service requests through the internal ticketing system.

   Prioritize and assign tickets to appropriate teams, ensuring timely resolution.

   Monitor progress on open issues and keep users updated on status.

   Escalate high-priority or complex issues when necessary.

3. Customer Service & Communication

   Act as the first point of contact for all internal IT-related queries.

   Communicate clearly with users regarding issue status and expected resolution times.

   Deliver exceptional customer service to ensure user satisfaction.

   Document issues, actions taken, and resolutions accurately.

   Contribute to a knowledge base of common problems and solutions.

4. Administrative Support & Process Improvement

   Provide administrative support to the IT Manager as needed.

   Follow up on tasks and maintain accurate user records.

   Suggest improvements to support procedures and systems.

   Relay user feedback to relevant teams.

   Help maintain department standards and contribute to the achievement of IT and company goals.

Company Industry: Oil & Gas

Department / Functional Area:

• Helpdesk
• Customer Service
• Telecalling

Keywords:

• Help Desk & I.T. Coordinator