IT Helpdesk

Description

Category: Jobs in UAE

Job Type: Contract (6 to 12 Months)

Responsibilities:
• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Determining the best solution based on the issue and details provided by customers
• Providing technical assistance for questions and problems
• Resolving problems with networks and other computer systems
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Creating, editing user account in Active Directory
• Creating, editing permission of mailboxes in Exchange server.
• Creating GPOs.
• Creating and editing permission of share folders.
• Installing or changing software to fix issues
• Remotely accessing hardware or software for clients to make changes and fix problems
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in the Service Manager
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Help Desk Skills and Qualifications

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• roficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field
• Experience in iPhone devices, , Azure, Office 365, Adobe Acrobat, Windows 10, Microsoft Teams
• Experience in the following will add value:
– Carbon Black end point protection
– Microsoft Configuration Manager for patching
– Microsoft Service Manager for ticketing
– Microsoft inTune
– Microsoft Remote Desktop App

Main Skills

• Serving as the first point of contact for customers seeking technical assistance over the phone or email

• Determining the best solution based on the issue and details provided by customers

• Providing technical assistance for questions and problems

• Resolving problems with networks and other computer systems

• Diagnosing system errors and other issues

• Following up with customers to ensure full resolution of issues

• Creating, editing user account in Active Directory

• Creating, editing permission of mailboxes in Exchange server.

• Creating GPOs. • Creating and editing permission of share folders.

• Installing or changing software to fix issues

• Remotely accessing hardware or software for clients to make changes and fix problems

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Record events and problems and their resolution in the Service Manager

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Identify and suggest possible improvements on procedures Help Desk Skills and Qualifications

• Proven experience as a help desk technician or other customer support role

• Tech savvy with working knowledge of office automation products, databases and remote control

• Good understanding of computer systems, mobile devices and other tech products

• Ability to diagnose and resolve basic technical issues

• Proficiency in English • Excellent communication skills

• Customer-oriented and cool-tempered

• BSc/BA in IT, Computer Science or relevant field

• Experience in iPhone devices, , Azure, Office 365, Adobe Acrobat, Windows 10, Microsoft Teams

• Experience in the following will add value: – Carbon Black end point protection – Microsoft Configuration Manager for patching – Microsoft Service Manager for ticketing – Microsoft inTune – Microsoft Remote Desktop App

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