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IT Helpdesk Engineer - Abu Dhabi, United Arab Emirates - Dautom
![Dautom background](https://contents.bebee.com/companies/ae/dautom/background-0BXbW.png)
Description
Provide first and second line technical support answering user queries relating to hardware and software problems via
desk visit phone and email
Answer and log all service desk calls that are received via desk visit telephone and email in a timely manner escalating
any issues to third line support when required
Proactively monitor the Service Desk inboxes
Resolve IT Support issues aiming to resolve as many calls as possible as first point of contact
Give customers confidence that their issue is understood and being dealt with promptly keeping them informed of
progress driving issues through to resolution offering mitigations where applicable
Maintenance of user accounts on various systems including AD and Exchange
Maintenance of the Firms hardware i.e. mobile devices laptops PCs monitors etc.
Process management such as new joiners leavers mobile distribution laptop loans etc.
Assist with Conference / Meeting Room assistance
Building and installing PCs and mobile devices
Assistance with Project work and implementation
Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
Alert management and service owners to emerging trends in incidents.
Assist in software releases and rollouts according to Change Management best practices.
Escalate incidents with accurate documentation to service owners when required.
Record track and document the Service Desk incident solving process including all successful and unsuccessful decisions
made and actions taken through to final resolution.
Bachelors degree in Information Technology Computer Sciences or relevant discipline.
Must have 6 years of experience in the relevant field in a face paced working environment.
Remote Work :
No