Information Technology Help Desk Support

Description:

Urgent requirement for Information Technology Help Desk Support Engineers for a Utilities company based in Dubai, This a initial 1 year contract with extensions.

1. Provide support for the following categories of assets o Desktops/Workstations: Windows & MAC

§ Laptops: Windows & MAC

§ Peripherals and accessories: keyboard, mouse, headset

§ Smart devices: tablets and wearables

§ Multimedia devices: projectors, TVs, digital boards

§ Printers / MFP / PDA

2. Reconfigure and format devices as per service requests using OS images* provided by configuration management team

3. Coordination with Customer configuration management team for vendor technical support for user assets

4. User support for Windows & MAC Client OS, Microsoft Exchange and Microsoft Office applications

5. Individual installations of 3rd party client software on user machines as per service requests

6. User support for 3rd party client software as per approved software list

7. Co-ordinate with relevant Customer L3 teams for the installation of patches on workstations and laptops

8. Co-ordinate with relevant Customer L3 teams for installation and configuration of network data points in Customer offices

9. Frequent health check of multimedia devices in meeting rooms, future centres and business centres

10. Support incident, change management and request fulfilment tasks as requested by users

11. Install, move, add, configure, and distribute (IMACD) approved client software and hardware as per defined asset list

*OS Images are managed and maintained by Configuration Management team

Functional requirement

• Assist client day-to-day functionality and efficiency
• Swift and smooth response to End User support needs
• Troubleshoot and guide end users to resolve their issues on first call basis
• Provide remote support using available remote management tools
• Provide IT support for desktops, printers, peripherals, telephone systems, and cellular devices
• Configures, installs and maintains software systems
• Identify, manage and resolve issues in a timely manner
• Manage operations successfully on time and within budget
• Respond to customer requests effectively and communicate with them to address issues
• Log and update tickets worklogs in the ticketing system
• Build, update and maintain a proper knowledgebase.

Maintain asset details properly and timely in CMDB.

• Educational: Degree in Computer Science, Management Information Systems, Information Technology, Engineering or similar technical degree.