IT Help Desk - Analyst - Infrastructure Team

Dicetek LLC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

An IT services company in Dubai seeks an IT Support Specialist. You will respond to staff inquiries, configure computers, and manage IT tickets. The ideal candidate has at least 2 years of experience, knowledge of ITSM tools, and holds a Bachelor's in Computer Science. Join us to deliver efficient support in a dynamic environment.

Qualifications

• 2 years’ experience in IT support.
• Experience with ITHD Ticketing.
• Basic knowledge of networking.

Responsibilities

• Respond to staff inquiries and tickets.
• Configure laptops and desktops.
• Document ticket resolutions.
• Follow up on ongoing tickets.
• Help resolve user support issues.
• Prioritize urgent requests.

Skills

ITSM tools

Windows 10 / 11

Networking basics

Education

Bachelor's Degree in Computer Science

Job description

Daily Tasks And Activities

• Respond to Tickets: Ensure reply to staff inquiries as soon as they come in.
• PC/Laptop Configuration: Set up, configure, and troubleshoot desktops and laptops, including installing operating systems, drivers, and software.
• Log ITHD Tickets: Document each step taken for a ticket in the system for record-keeping and transparency.
• Follow Up on Open Tickets: Check and update ongoing tickets to make sure they're progressing toward resolution.
• Resolve Issues Efficiently: Work to solve end-user problems during the first interaction whenever possible.
• Resolve User Support Issues: Provide help with common user problems such as password resets, software installation, and network access.
• Prioritize Urgent Requests: Handle time-sensitive issues first, especially those affecting critical operations.
  
  

Minimum Requirements

• 2 years’ experience
• Knowledge about ITSM tools and ITHD Ticketing
• Knowledge about Windows 10 / 11
• Basic Knowledge of networking
• Bachelor's Degree in Computer science