IT Helpdesk Specialist I — First-Line Tech Support

United Arab Emirates University, Department of Family Medicine; Abu Dhabi; On-site; AED 70,000 - 110,000; Full time

Job summary

United Arab Emirates University, Department of Family Medicine invites applications for a Help Desk Agent to deliver first-line technical support across university IT services. You will capture user issues, document details, and route escalations to the appropriate teams.

The role emphasizes customer service and accurate problem recording. Candidates should have a bachelor’s in IT, at least 1 year of ITSM experience, and strong English/Arabic communication skills.

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

• Answer technical questions and accurately record a detailed description of the problem.
• Track incident from creation until completion to ensure resolution.
• Elevate issues to the proper group when needed.
• Provide first-level support and advice on standard requests.
• Solve minor technical hardware and software issues.
• Assist in creation and management of user accounts and access permissions.
• Monitor service availability and follow up on events reported by the monitoring system.
• Provide desktop support for OS, Email, MS Office, and remote access.
• Rely on experience to plan and accomplish goals.
• Act as liaison between customers and technical teams.
• Work on shift basis and adhere to information security policies and procedures.

Skills

Customer service

Technical skills

English & Arabic communication

ITIL knowledge

Typing 50-60 WPM

Teamwork

Education

Bachelor Degree in IT related field

Job description

United Arab Emirates University, Department of Family Medicine invites applications for a Help Desk Agent to deliver first-line technical support across university IT services. You will capture user issues, document details, and route escalations to the appropriate teams.

The role emphasizes customer service and accurate problem recording. Candidates should have a bachelor’s in IT, at least 1 year of ITSM experience, and strong English/Arabic communication skills.