Information Technology Help Desk Support

Overview

This role encompasses offering bilingual (Arabic/English) technical support and maintenance for computer systems, software, and hardware within an internal IT Helpdesk environment. The incumbent will manage issue resolution, installation activities, and administration to ensure smooth IT operations.

Key Responsibilities

• Apply knowledge of ITIL and ITSM frameworks to improve helpdesk processes.
• Deliver technical support and promptly resolve end-user problems through phone, email, and chat channels.
• Monitor the service desk ticket queue and handle issues based on priority and FIFO approach.
• Escalate unresolved issues to appropriate teams while maintaining comprehensive documentation.
• Utilize helpdesk tracking software to manage hardware and software inventory including license management and end-of-life products.
• Support onboarding of new users and prepare workstations, peripherals, and software installations.
• Manage upgrades for hardware and software within workstations in a timely manner.
• Possess thorough knowledge of Windows and Mac client operating systems; basic exposure to Windows Server and Linux.
• Provide expertise with Office 365 suite and related applications like Word, Excel, PowerPoint, Teams, OneDrive, Visio, and Project Management tools.
• Configure corporate and personal email accounts using Outlook for domain and non-domain users.
• Support mobile devices, tablets, iPads, corporate email configuration, and wireless network setup.
• Install and configure local and network printers.
• Set up meeting rooms including configuring conferencing software such as Skype and operating smart TVs.
• Provide IP phone configuration and general Adobe products support including Reader, Creative Cloud, and Flash Player.
• Manage antivirus/end point protection solutions effectively.
• Handle backup of data during user offboarding processes.
• Oversee CCTV management and basic network knowledge involving VLANs and subnet masks.
• Have foundational understanding of Java products and competence with multiple internet browsers.
• Demonstrate flexibility by working extended hours to address emergency or pending tasks as needed.
• Manage access control systems by creating users and setting permissions.
• Use diagnostic tools to troubleshoot issues and train other staff in problem-solving techniques.
• Develop and revise training manuals for new and updated hardware/software.
• Collect feedback and monitor support interactions to improve training effectiveness.
• Generate reports analyzing recurring problems and customer complaints.

Collaboration and Reporting

• Escalate critical issues and provide updates to the manager.
• Report on the performance of security systems and propose improvements to policies and practices.
• Work cooperatively within teams to meet organizational objectives.
• Participate actively in meetings to gather collective insights and communicate information.
• Advise teams on ITIL processes and foster a collaborative work environment.
• Share knowledge across departments and coordinate joint problem-solving efforts.
• Support colleagues in challenging scenarios.
• Provide solutions and guidance to customers and end-users.
• Inform user populations about relevant procedures and best practices.