IT Support Officer / Helpdesk Analyst

FRESH Networks: Smart Milk Distribution Solutions; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

FRESH Networks: Smart Milk Distribution Solutions in Dubai is seeking an IT Support Officer / Helpdesk Analyst to provide frontline technical assistance, troubleshoot hardware and software, and keep day-to-day IT operations running smoothly.

You will handle requests via helpdesk systems, support Windows and Microsoft 365, assist with user accounts and access, and coordinate with vendors to resolve issues while maintaining security, assets, and clear documentation.

Qualifications

• Diploma or Bachelor's degree in IT or related field.
• Experience in IT support, helpdesk, or desktop support.
• Strong knowledge of Windows and Microsoft 365.
• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience with IT ticketing systems and documentation.
• Good communication and customer-service skills.
• Ability to explain technical issues to non-technical users.
• ITIL or CompTIA A+ is advantageous.

Responsibilities

• Provide first-line technical support to employees and users.
• Respond to IT support requests via helpdesk, email, phone, or ticketing systems.
• Troubleshoot hardware, software, network, and system issues.
• Install, configure, and maintain computers, peripherals, and IT equipment.
• Support Windows, Microsoft 365, email, and common business applications.
• Diagnose and resolve connectivity and basic network issues.
• Log, track, and prioritize IT incidents and service requests.
• Escalate complex issues to senior IT teams or external providers.
• Maintain IT security, backups, and asset records.

Skills

Troubleshooting

Customer service

Communication skills

Organizational skills

Analytical thinking

Education

Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems

Tools

Windows OS

Microsoft 365

Active Directory

IT ticketing systems

Hardware peripherals

Job description

An IT Support Officer / Helpdesk Analyst provides technical support to users, troubleshoots hardware and software issues, manages IT service requests, and helps maintain reliable day-to-day IT operations.

Key Responsibilities

Role Description

An IT Support Officer / Helpdesk Analyst provides technical support to users, troubleshoots hardware and software issues, manages IT service requests, and helps maintain reliable day-to-day IT operations.

Key Responsibilities

• Provide first-line technical support to employees and users.
• Respond to IT support requests through helpdesk, email, phone, or ticketing systems.
• Troubleshoot hardware, software, network, and system issues.
• Install, configure, and maintain computers, laptops, printers, and other IT equipment.
• Support Microsoft Windows, Microsoft 365, email, and common business applications.
• Assist with user account setup, password resets, and access permissions.
• Diagnose and resolve connectivity, Wi-Fi, and basic network issues.
• Log, track, prioritize, and resolve IT incidents and service requests.
• Escalate complex technical issues to senior IT teams or external providers.
• Perform software installations, updates, patches, and basic system maintenance.
• Maintain IT equipment, asset records, configurations, and support documentation.
• Assist with user onboarding, workstation setup, and IT equipment allocation.
• Monitor recurring issues and recommend improvements to IT support processes.
• Coordinate with vendors and service providers for technical support when required.
• Maintain IT security, backup, access-control, and company technology procedures.

Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Relevant experience in IT support, helpdesk, desktop support, or technical support.
• Good knowledge of Windows operating systems and Microsoft 365.
• Understanding of basic networking, TCP/IP, DNS, DHCP, Wi-Fi, and troubleshooting.
• Experience supporting computers, printers, peripherals, and business applications.
• Familiarity with IT ticketing and service management systems.
• Knowledge of Active Directory, user accounts, and access management is advantageous.
• Basic understanding of IT security, data protection, and backup procedures.
• Strong analytical, troubleshooting, and problem-solving skills.
• Good communication and customer-service skills.
• Ability to explain technical issues clearly to non-technical users.
• Strong organizational skills and ability to manage multiple support requests.
• ITIL, CompTIA A+, Microsoft, or relevant certification is advantageous.
• Professional, reliable, patient, organized, and proactive approach.