IT Help Desk Specialist I — 24/7 Support & Growth

United Arab Emirates University; Abu Dhabi; On-site; AED 67,000 - 100,000; Full time

Job summary

United Arab Emirates University is seeking a Help Desk Agent to handle telephone support and remote assistance for university IT services. The role requires documenting detailed problem descriptions and tracking incidents from creation to resolution in a 24x7 environment.

The ideal candidate will provide first-level support, escalate when necessary, manage user accounts and access permissions, and ensure customer satisfaction through effective incident handling and timely updates.

Qualifications

• Bachelor degree in IT or related field.
• Minimum 1 year of telephone and remote technical support experience.
• 1 year experience with incident tracking software or ITSM like ManageEngine, ServiceNow, etc.
• 1 year experience in a high call volume environment.
• 1 year experience handling concurrent or multiple tasks efficiently.

Responsibilities

• Provide telephone support for university functions and information system operations.
• Receive, classify, register, monitor, escalate and follow up requests for technical assistance.
• Offer first-level support and advice on standard requests and resolve minor hardware/software issues.
• Assist in creation and management of user accounts and access permissions.
• Monitor service availability and follow up on events from the monitoring system.
• Assist with desktop OS, email, MS Office, and remote access issues.
• Work on shift basis within helpdesk hours and be able to extend hours if required.

Skills

Customer service

Technical skills

Bilingual English/Arabic

Incident handling

Education

Bachelor's degree in IT

Tools

ManageEngine

ServiceNow

Job description

United Arab Emirates University is seeking a Help Desk Agent to handle telephone support and remote assistance for university IT services. The role requires documenting detailed problem descriptions and tracking incidents from creation to resolution in a 24x7 environment.

The ideal candidate will provide first-level support, escalate when necessary, manage user accounts and access permissions, and ensure customer satisfaction through effective incident handling and timely updates.