JPC - 4734 - Specialist - Helpdesk

Sundus Recruitment and Outsourcing Services, Abu Dhabi; Abu Dhabi; On-site; AED 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Specialist in Helpdesk support to join their dynamic team in Abu Dhabi. This role involves being the first point of contact for IT-related queries, providing second-level technical support, and ensuring effective communication between users and technical teams. The ideal candidate will have a Bachelor's degree and 3-5 years of relevant experience, particularly within the banking or financial services sector. This is a fantastic opportunity to contribute to a high standard of internal customer service while working in a collaborative environment that values problem-solving and communication skills.

Qualifications

• 3-5 years of experience in IT support within banking or financial services.
• Strong analytical thinking and problem-solving skills.

Responsibilities

• Serve as the initial point of contact for IT-related queries.
• Provide second-level technical support and troubleshoot issues.
• Administer user accounts and ensure secure access control.

Skills

Technical Support

Problem-Solving

Communication Skills

Analytical Thinking

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Information Systems

Bachelor's Degree in Engineering

Tools

Microsoft Office

Helpdesk Systems

Job description

JPC - 4734 - Specialist – Helpdesk

Job Location: Abu Dhabi, UAE

Job Type: 12 months - renewable contract

Experience: 3-5 Years

Education: Bachelor's Degree

Languages: Arabic and English

Key Responsibilities

• Serve as the initial point of contact for all IT-related queries, logging user issues and escalating incidents to the appropriate technical teams or vendors for timely resolution.
• Provide second-level technical support, including troubleshooting operating systems, Microsoft Office applications, and basic network issues, either remotely or through desk-side assistance.
• Administer user accounts, access rights, and IT system profiles to ensure secure and efficient access control, contributing to a high standard of internal customer service.
• Liaise with external vendors to communicate user requirements and monitor compliance with Service Level Agreements, ensuring organizational IT needs are met effectively and by defined standards.
• Ensure prompt and effective resolution of technical issues, keeping users informed of progress and updating the service desk with resolution outcomes.
• Coordinate communication between end users and technical teams, escalating unresolved issues as necessary to ensure resolution.
• Respond to all IT service requests and incidents logged through the Helpdesk system, adhering to established procedures.
• Address verbal and written user queries promptly and professionally.
• Offer technical expertise in a wide range of IT support areas.
• Assist branches and subsidiaries with vendor-related installations and maintenance issues.
• Perform additional duties as required, even if outside the core scope of the role.

Qualifications & Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline.
• 3–5 years of relevant experience, with at least 3 years in a similar IT support role within the banking or financial services sector.
• Prior experience working in the UAE, with knowledge of local market practices and regulations.
• Proficiency in both Arabic and English.
• Strong analytical thinking and problem-solving abilities.
• Excellent communication and interpersonal skills, capable of interacting with both technical and non-technical stakeholders.