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IT Helpdesk Support : 9 Month Contract - Salary -AED 4000

First Select Employment Services

2 - 8 years Dubai - United Arab Emirates

Bachelor of Technology/Engineering, Bachelor of Science, Bachelors in Computer Application(Computers). Any Arabic National


, Posted on March 27, 2018 1 Opening

Job Description

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• Preparation of new PCs/notebook computers for deployment, including the unpacking, installation of the operating system, installation of applications and clients as per the user requirements, settings of operating system, user profiles, & PC BIOS parameters as per ….policies.
• Onsite installation of new PCs and locally attached peripherals such as printers, image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, & network outlets.
• Installation of additional applications as per user’s requirements such as Business applications, Acrobat reader, etc.
• Preparation and onsite installation of Networked printers that will serve Business Applications users.
• Preparation, troubleshooting and onsite installation of Printers for some users.
• Upgrade of PC hardware as required such as increase of memory or hard disk size.
• Upgrade of operating systems and applications. Such as Windows XP to Windows 7 and Office 2007 to Office 2010/2013.
• Troubleshooting of hardware and software for PCs & Peripherals.
• Recovery (If possible) of lost user’s data caused by hardware or software failures and user errors.
• Relocation of PCs & Peripherals as required by users.
• Configuring user data backup mechanisms as required by users.
• Configuration and fine‐tuning of existing applications on PCs such as internet browsers and office automation application settings.
Helpdesk staff located at the headquarters must assume the following key roles and responsibilities:
• Receive incident reports from Users via telephone, email or system
• Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors
• Record all required incident details on the incident management system
• Link the incident record to the User ID and configurations
• First level support to attempt to resolve the incident, use remote control if necessary for incident resolution
• If the incident requires escalation to level 2 support, the helpdesk staff create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer
• Track the incident and service until closure and keep the User up to date with the incident status
• Functional escalation in case the incident resolution times exceed the agreed service levels
• Selective quality checks on closed incidents & service requests
• Receive service requests forms that have passed the business assessment and approval procedures
• Link the service request record to the User ID and configurations
• Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures
• Functional escalation in case the service request completion times exceed the agreed service levels
• Notify Users about major system/network outages. In most cases, the outage notification template is filled by IT operations or applications teams then emailed by the Service Desk staff to the appropriate distribution list
• Analyze the incidents to find the root causes of the issues and finds solutions


Industry Type : IT - Software Services
Functional Area : IT Software

Desired Candidate Profile

• Desktop computers
• Notebook computers
• Desktop printers
• Scanners
• USB attached desktop devices
• Other desktop peripherals like barcode readers, special purpose serial printers
• Desktop operating systems
• Desktop applications (MS Office, MS Project etc)
• Desktop utilities (Internet Explorer, Adobe Acrobat, Macromedia Flash, etc.)
• Desktop virus defense
• Structured cabling system – user side (socket and patch cable)
• Network printers
• Desktop management systems and tools
• Incident
• Problem
• Configuration
• Software distribution
• Remote Control
• Cloning and OS deployment
• Remote Access


REQUIREMENTS:

* MUST Have Excellent communication skills
* 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
* Customer-oriented and cool-tempered
* BSc/BA in IT, Computer Science or relevant field

Keywords

Helpdesk Information Technology IT Software Customer Support Executive

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First Select Employment Services

Our client, a high profile, multinational company

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Contact

Name/ Designation:
Shashikant Tamang - Recruitment Specialist

Website http://www.fsesuae.com


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