Specialist – Helpdesk

Sundus Gulf; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A government outsourcing service provider is seeking a Specialist Helpdesk in Abu Dhabi. The role involves providing first-level IT support, managing user calls, and ensuring timely resolution of IT incidents. Candidates should have a bachelor’s degree, ITIL, CCNA, and MCSA certifications, along with significant experience in a similar role. Strong communication skills in Arabic and English are essential.

Qualifications

• 3-5 years of experience in a similar role within banking or finance industry.
• Experience with IT service management best practices.
• Familiarity with the UAE market and regulations.

Responsibilities

• Acts as first level contact for IT department, logging calls from users.
• Provides second level software support including remote technical support.
• Administrates IT systems and user rights access control.
• Acts as point of contact with vendors for user requirements.
• Ensures effective resolution of technical customer problems.
• Coordinates between end users and technical staff.
• Responds to all queries logged through Helpdesk.

Skills

Fluent in Arabic

Fluent in English

Analytical skills

Problem-solving skills

Communication skills

Interpersonal skills

Education

Bachelor's degree in computer science, engineering, information systems or related discipline

ITIL Foundation certification

Cisco Certified Network Associate (CCNA)

Microsoft Certified Solutions Associate (MCSA)

Job description

Job Code : 5489

Job Title : Specialist Helpdesk

Location : Abu Dhabi

Experience : 3+ Years

Client : Government

Payroll : Sundus

Duration : 1 year renewable

Working days- 5 days

Education and skills required

• Bachelor's degree in computer science, engineering, information systems or any other related discipline.
• Completed ITIL Foundation certification, demonstrating a solid understanding of IT service management best practices.
• Achieved Cisco Certified Network Associate (CCNA) status, reflecting knowledge in networking fundamentals and protocols.
• Holds a Microsoft Certified Solutions Associate (MCSA) certification, showcasing expertise in Microsoft technologies and solutions.
• Possession of any of the above certifications is considered a valuable asset, enhancing the candidate's qualifications
• 3-5 years of experience with at least 3 years of experience in a similar role within banking or finance industry.
• Working experience in the UAE, with appropriate familiarity with the UAE market and regulations.
• Proficient in the Arabic and English languages.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills to interact with technical and non-technical stakeholders.

Core Responsibilities

Acts as the first level of contact to the IT department, logs calls from users and escalates all IT services related incidents raised by end users or Business to the appropriate teams / vendors in order to facilitate timely resolution of issues.

Provides second level software support (operating system, MS-office, basic network troubleshooting,), including desk-side or remote technical support for user escalations identified by the service desk.

Administrates specific IT systems, applications and activities related to users' rights, profiles, IT systems' access control and user systems support to ensure internal customer satisfaction with services provided.

Acts as the point of contact with vendors in order to effectively communicate user requirements whilst monitoring adherence to Service Level Agreements in order to ensure effective fulfilment of organizational requirements as per defined standards.

Ensures the effective and timely resolution of technical customer problems; keeps internal customers informed of the status of their request and finally informs the service desk with status of calls and solutions.

Coordinates between end users and technical staff to resolve issues, escalating as appropriate.

Responds to all cases and queries are logged through the Helpdesk as per the prescribed procedures in place.

Responds to verbal and written queries in a timely manner.

Provides technical expertise in IT related support.

Responds to branches and subsidies concerns regarding Vendor installation and maintenance

Performs any other duties outside the scope as and when required