IT Helpdesk Specialist I

United Arab Emirates University; Al Ain; On-site; AED 89,280 - 122,760; Full time

Job summary

United Arab Emirates University is seeking a Help Desk Operator to answer technical questions, record detailed problem descriptions, and track incidents from creation to completion in a 24x7 environment.

The role requires handling high call volumes, providing first-level support for desktop OS, Email, MS Office, and remote access, and escalating issues when necessary while ensuring customer satisfaction and security compliance.

Qualifications

• Bachelor degree in IT.
• 1+ year of telephone and remote technical support experience.
• At least 1 year of experience using incident tracking software (Remedy, Track-IT, HEAT, etc.).
• At least 1 year of experience in a high call volume environment (30+ calls per day at the minimum)
• At least 6 months of experience handling concurrent or multiple tasks efficiently.

Responsibilities

• Answer technical questions and document detailed problem descriptions.
• Track incidents from creation to completion to ensure resolution.
• Escrow unresolved incidents to the proper group or organization when needed.
• Provide first-line support for users and advise on standard requests.
• Assist with desktop OS, Email, MS Office, and remote access.
• Create and manage user accounts and access permissions.
• Monitor service availability and follow up on events reported by the monitoring system.
• Act as a liaison between customers and technical teams.
• Work on shift basis (7:30 AM – 8:00 PM) and extend hours as required.
• Adhere to information security policies and procedures.

Skills

Telephone support

Remote technical support

Incident tracking software

High call volume experience

Multitasking

Customer service

English & Arabic

ITIL knowledge

Remedy/Track-IT/HEAT experience

Microsoft OS and Productivity tools

Typing 50–60 WPM

Teamwork

Strong communication

Education

Bachelor degree in IT

Tools

Remedy

Track-IT

HEAT

Job description

Job Description

The position will require the individual to answer technical questions and accurately record a detailed description of the problem at hand. The Helpdesk Operator will also be responsible for tracking the incident from creation until completion to ensure that the incident has been resolved correctly. In the case that the Help Desk Operator is not able to provide a solution to the problem, she/he will be required to escrow it to the proper group or organization. Help Desk Specialist I is responsible for Customer Satisfaction through the effective handling of incidents. This opportunity gives an opportunity to work in a dynamic environment coupled with training and substantial growth potential. The environment is a 24X7 challenging environment with many opportunities to support the customer.

• The Help Desk Operator 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.
• 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 (7:30 Am – 8:00 Pm) 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.

Minimum Qualifications

• Bachelor degree in IT
• 1+ years of experience providing telephone and remote technical support
• At least 1 year of experience using incident tracking software such as Remedy, Track-IT, HEAT, etc.
• At least 1 year of experience in a high call volume environment (30+ calls per day at the minimum)
• At least 6 months of experience handling concurrent or multiple tasks efficiently

Preferred Qualifications

• Good balance between customer service, technical skills, positive attitude and willingness to learn.
• The ability to exercise appropriate judgment when assessing the needs of the client
• Ability to determine the resolution best suited for each situation
• Experience with Microsoft Operating Systems and Productivity tools
• Basic understanding of customer Access, Applications, Customer Service, Desktop, network.
• Ability and willingness to work in a demanding organization
• Applications such as Remedy is a plus
• Knowledge of the ITIL methodology
• Typing skills of 50-60 WPM (preferred)
• Aggressive learner, soft personal attitude, service organization intellectual capability and team/collaborative mentality are none negotiable requirements.
• Strong analytical ability to resolve complex issues in addition to effective communication.
• Ability to work both independently (with minimal supervision) as well as part of a team environment.
• Ability to follow direction and meet deadlines as required.
• Ability in meeting end user requirements and in providing high quality customer service.
• Ability to prioritize and organize your own schedule.
• Strong oral and written communication skills in English and Arabic