Senior IT Service Desk Specialist

We are looking for a dedicated and highly skilled Senior IT Service Desk Specialist to join our team in Dubai. In this role, you will be responsible for providing first-line support to our users, ensuring efficient issue resolution, and maintaining high service levels across the organization. You will be a key player in managing and optimizing IT services and supporting the day-to-day technical needs of the company.

Key Responsibilities:

1. Provide IT support for hardware, software, network, and systems-related issues via phone, email, or in-person interactions.
2. Troubleshoot, diagnose, and resolve IT-related problems in a timely and professional manner.
3. Escalate unresolved issues to appropriate technical teams and follow up to ensure timely resolution.
4. Manage and maintain IT service management tools, ensuring tickets are logged, tracked, and updated properly.
5. Mentor and train junior service desk staff, sharing knowledge and best practices.
6. Ensure high levels of customer satisfaction through effective communication and resolution of issues.
7. Manage user account creation, password resets, and access rights to various systems and software applications.
8. Conduct regular checks and ensure the smooth operation of IT systems, hardware, and network infrastructure.
9. Assist in the installation, configuration, and maintenance of IT equipment (computers, printers, phones, etc.).
10. Maintain documentation for troubleshooting procedures, service requests, and IT systems setup.
11. Collaborate with cross-functional teams to improve IT service quality and performance.

Desired Candidate Profile:

1. Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
2. Minimum of 6-7 years of experience in an IT Service Desk or Technical Support role, preferably in a senior or lead capacity.
3. Strong knowledge of IT hardware, software, and networking systems.
4. Proficient in using IT service management tools such as ServiceNow, Jira, or similar platforms.
5. Excellent communication skills with a customer-focused mindset.
6. Strong problem-solving skills and the ability to troubleshoot complex issues.
7. ITIL Foundation certification is a plus.
8. Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.
9. Knowledge of common operating systems (Windows, macOS, Linux) and enterprise applications.

Preferred Skills:

1. Experience with cloud services (AWS, Azure, etc.) and virtualization technologies (VMware, Hyper-V).
2. Knowledge of network protocols and technologies (TCP/IP, DNS, DHCP, VPNs, etc.).
3. Proficiency in Office 365 and enterprise collaboration tools (e.g., Teams, SharePoint).