IT Helpdesk Specialist I: Fast-Paced, Customer-Driven Support

United Arab Emirates University, Department of Family Medicine; Abu Dhabi; On-site; AED 89,280 - 133,920; Full time

Job summary

United Arab Emirates University, Department of Family Medicine is seeking a Help Desk Operator to answer technical questions, record problem details, and track incidents from creation to resolution. The role provides first-level support for university information systems and coordinates with technical teams for escalation where needed.

The position requires 1+ year of technical support experience, familiarity with incident tracking software, and the ability to work a 7:30 AM–8:00 PM shift, with

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.
• Strong balance between customer service, technical skills, and willingness to learn.
• Knowledge of Microsoft Operating Systems and Productivity tools.
• Strong communication in English and Arabic.

Responsibilities

• Answer technical questions and record detailed problem descriptions.
• Track incidents from creation until completion to ensure resolution.
• Escalate to proper group if a solution cannot be provided.
• Provide first-level support and advice on standard requests; solve minor hardware/software issues.
• Assist in creation and management of user accounts and access permissions; monitor service availability.
• Manage customer relationships to increase satisfaction.
• Support desktop OS, Email, MS Office, various hardware, and remote access.
• Solve difficult remote site issues over the telephone.
• Provide quick, accurate answers related to system problems and documentation.
• Plan and accomplish goals with experience and judgment; liaise between customers and technical teams.
• Perform a variety of tasks; work on a shift basis (7:30 AM – 8:00 PM) with possible extended hours.
• Adhere to information security policies and university procedures.

Skills

Customer service

Technical support

English Arabic communication

Education

Bachelor degree in IT

Job description

United Arab Emirates University, Department of Family Medicine is seeking a Help Desk Operator to answer technical questions, record problem details, and track incidents from creation to resolution. The role provides first-level support for university information systems and coordinates with technical teams for escalation where needed.

The position requires 1+ year of technical support experience, familiarity with incident tracking software, and the ability to work a 7:30 AM–8:00 PM shift, with