IT Help Desk Specialist I: First-Line Support

United Arab Emirates University; Al Ain; On-site; AED 78,000 - 112,000; Full time

Job summary

United Arab Emirates University is seeking a Help Desk Agent to provide telephone and remote technical support in a dynamic, 24X7 environment. The role involves logging incidents, guiding users, and escalating issues as needed, with opportunities for training and growth.

Responsibilities include handling user accounts, monitoring services, and delivering timely, accurate assistance across Windows/macOS, Office 365, and remote access tools.

Qualifications

• Bachelor Degree in IT related field.
• At least 1 year of experience providing telephone and remote technical support.
• At least 1 year of experience using incident tracking software or ITSM Systems such as Mange Engine, Service Now, etc.
• At least 1 year of experience in a high call volume environment.
• At least 1 year of experience handling concurrent or multiple tasks efficiently.

Responsibilities

• The Help Desk Agent will provide telephone support for the University functions such as Information system in a volatile education and research environment.
• Receiving, classifying, registering, monitoring, prioritizing, escalating and following up as a first point of contact on requests for technical assistance from users.
• Provide users with first-level support and advice on standard requests Solving minor technical hardware and software issues Assisting to the preparation, deployment, maintenance and change of hardware and software in accordance with existing procedures.
• Assisting in the creation and management of user accounts and access permissions in accordance with existing procedures. Monitoring availability of services and following up on events reported by the monitoring system.
• In depth customer management to increases customer satisfaction.
• Assist with desktop operating systems, Email, MS Office, many different purpose hardware, and Remote Access.
• Assess and solve difficult remote site issues over the telephone & Live Chat
• Provide quick and accurate answers to the user community in regards to system, escalation and correct documentation related problems/requests.
• Rely on experience and judgment to plan and accomplish goals.
• Act as a liaison between customers and technical teams.
• Perform a variety of complicated tasks.
• Work on shift basis within helpdesk working hour and able to work for extended hours if required.
• Responsible to adhere with all information security policies and procedures of the University.
• Other duties as assigned.

Skills

Telephone support

Customer service

Incident tracking

ITSM Systems

Remote assistance

Documentation

Arabic language

English language

Team collaboration

Education

Bachelor's in IT

Tools

Mange Engine

Service Now

Job description

United Arab Emirates University is seeking a Help Desk Agent to provide telephone and remote technical support in a dynamic, 24X7 environment. The role involves logging incidents, guiding users, and escalating issues as needed, with opportunities for training and growth.

Responsibilities include handling user accounts, monitoring services, and delivering timely, accurate assistance across Windows/macOS, Office 365, and remote access tools.