IT Help Desk Manager

Career Raiser; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A tech service provider in Dubai is seeking a Help Desk Supervisor to oversee the working staff, manage technical tasks, and ensure excellent customer service. The ideal candidate has at least 2 years of experience in IT support, strong communication skills, and relevant certifications. This role involves supervising Helpdesk staff, managing installations, and resolving customer issues effectively.

Qualifications

• Minimum 2 years of progressive experience installing and supporting Windows Operating Systems.
• A+ Certification required.
• Experience with Active Directory, PC Deployment, and Antivirus Management.

Responsibilities

• Supervise the working staff of the help desk.
• Oversee the installation of new hardware and software.
• Ensure timely and considerate customer service to end users.

Skills

Excellent written and verbal communication skills

Analytical/Logical thought process

Education

Bachelors Degree preferred; A+ Certification required

Tools

Microsoft Operating Systems

Microsoft Office

Linux

Unix

Job description

Responsibilities

• Supervise the working staff of the help desk along with managing technical skill sets and ensuring the desk is staffed properly to handle difficult situations.
• Make sure that the appropriate individual is assigned the specific tasks that meet their areas of expertise.
• Oversee the installation of new hardware and software.
• Stay up to date on the latest technical trends and then introduce any beneficial new technology to the organization.
• Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
• Gather and analyze metrics to benchmark the Helpdesk workload/performance and identify trends in call center issues.
• Work within the Siteworx community to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
• Traindesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested/needed.
• Ensure that Help Desk staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assist all office Siteworx Help Desk Consumers, in person, remote control and via the phone.
• Creating user accounts and managing access control based on company policies.
• Analyzing and identifying trends in issue reporting and devising preventative solutions. Expected to offer suggestions for any noted process improvements and develop the new procedures.
• Virus/Spyware Removal/Detection.
• Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting.
• Ability to use, teach & troubleshoot Microsoft Operating Systems, Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word) and Microsoft Publisher.
• Experience with Linux, Unix.
• Other duties as may be assigned by the department director.

Education

• Bachelors Degree preferred; A+ Certification required and/or equivalent combination of relevant education and/or experience. N+, MCP (Microsoft Certified Professional) preferred.

Experience

• Minimum 2 Years Progressive Experience Installing And Supporting All Of The Following
• Window Operating Systems
• Active Directory
• Microsoft Office
• PC Deployment
• Antivirus Management
• Remote User Networking
• VPN
• TCP/IP troubleshooting

Skills / Abilities

• Excellent written and verbal communication skills. Experienced in dealing with difficult interpersonal situations regarding support issues.
• Analytical/Logical thought process and troubleshooting skills in a complex environment.