Officer – IT Help Desk & Support

SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C is seeking an IT Support/Help Desk professional in Abu Dhabi to handle first-level IT incidents, user access, VPN and email support, and printer setup. You will log issues, adhere to SLA timelines, and escalate complex cases to appropriate teams.

The role requires at least two years of IT support experience, solid Windows and Office knowledge, and relevant IT certifications are a plus. An on-site UAE presence is expected.

Qualifications

• Minimum of 2 years of IT support/help desk experience.
• Good knowledge of Windows OS and Microsoft Office; basic networking knowledge.
• Certifications in software development or relevant technologies are an advantage.

Responsibilities

• Provide first-level support for IT incidents and service requests.
• Log and track issues using ITSM tools such as ManageEngine.
• Troubleshoot hardware, software and network issues.
• Support users with system access, VPN and email issues.
• Install and configure desktops, laptops and printers.
• Escalate unresolved issues to relevant IT teams.
• Ensure adherence to SLA timelines.

Skills

Communication

Customer service

Education

Bachelor's degree or diploma in IT or related field

Tools

ManageEngine

ServiceNow

Active Directory

Job description

• Provide first-level support for IT incidents and service requests
• Log and track issues using ITSM tools e g ManageEngine
• Troubleshoot hardware software and network issues
• Support users with system access VPN and email issues
• Install and configure desktops laptops and printers
• Escalate unresolved issues to relevant IT teams
• Ensure adherence to SLA timelines
• Minimum of 2 years of experience in IT support/help desk
• Good knowledge of Windows OS and Microsoft OfficeBasic networking knowledge
• Strong communication and customer service skills
• Bachelor's degree or diploma in IT or related field
• Certifications in software development or relevant technologies (e.g., Microsoft Certified Developer, Oracle, AWS, or similar) are an advantage.
• Experience with ITSM tools (ManageEngine, ServiceNow, etc.)
• Knowledge of Active Directory (user management)
• ITIL Foundation (preferred)