IT Help Desk and Support Specialist- Dubai
Troubleshoots and resolves IT issues via phone, web, and in-person channels
Ensures all incidents are resolved against SLAs
Reports on health of the helpdesk and support using uptime and ticket-related performance metrics
Partners with IT and business personnel to discuss the impact of incidents on products and services
Tracks and reports all open and closed incidents to leadership teams
On-call support required on a rotation basis
Perform other duties as requested by the Line Manager.
Computer Science degree from a recognized institution.
5 years of relevant network and communications work experience.
Good knowledge of Networking, Desk Tops, Laptops, Printers, Windows OS etc.
Relevant Cisco/Microsoft certifications.
Proactive, organised and methodical approach to work.
Excellent communication skills.
Strong customer service ethic
Ability to prioritize and quickly resolve issues
Excellent analytical and problem solving skills
Effective prioritization and project management skills
Experience using help desk ticketing software
Experience with incident troubleshooting and escalation
Familiarity with ITILv3 or related service delivery frameworks