IT Help Desk - Analyst - Infrastructure Team

Dicetek LLC; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Dicetek LLC is seeking an IT Support Specialist to manage technical inquiries and provide efficient solutions. Responsibilities include ticket handling, system setup, and user support. Ideal candidates will have a background in computer science and at least 2 years of relevant experience, alongside knowledge of ITSM tools and Windows operating systems.

Qualifications

• 2 years' experience in IT support.
• Knowledge of Windows 10 / 11.
• Familiarity with ITHD Ticketing.

Responsibilities

• Respond to staff inquiries and resolve issues efficiently.
• Set up, configure, and troubleshoot PCs and laptops.
• Document ticket progress and handle urgent requests.

Skills

Knowledge about ITSM tools

Basic Knowledge of networking

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