Senior IT Helpdesk Service Desk Support

A new role Senior IT Helpdesk Support Analyst interested in working in a standalone role in a demanding work environment. You will primarily be responsible for providing desktop support remote and onsite to all employees in the UAE. Reporting directly to the Regional Technology Manager with direct interaction with other IT support team members, you will also be tasked to perform the following responsibilities but not limited to:

• Exceptional telephone and email support to users.
• Distribute tickets and requests of users and manage escalation if applicable.
• Handling a variety of walk-in requests to the Service Desk in a professional manner.
• Onsite desk-side support for the UAE offices.
• Excellent incident management; progressing and monitoring through to resolution.
• Audio-visual support, meeting room setup, and video conferencing support.
• Imaging installation and setup of PC equipment.
• Support of HP printers/MFP devices.
• Setup and support of mobile devices.
• Create support documentation and knowledge articles for use by the IS team and the business.
• Involvement in ad hoc projects for UAE and other countries (when needed).

Requirements

To be considered for this role you need to meet the following requirements:

• A degree holder in IT with ITIL certification.
• At least 5 years of relevant experience.
• Experience working in a large multicultural professional work environment; previous/current work experience in a law firm would be a plus.
• Exceptional ability to provide technical support and resolve queries.
• In-depth knowledge of computer hardware, software, and networks.
• Knowledgeable in database maintenance and system security.
• Currently based in the UAE.