Help Desk Support Officer

Role overview

Astek is hiring a Help Desk Support Officer for a client-facing support role based in Dubai, United Arab Emirates. This position focuses on handling incidents and service requests, managing the full ticket journey, and making sure service-level commitments are met in a busy support setting.

What you will do

• Respond to hotline calls, emails, and help desk enquiries in a professional and timely manner.
• Log, categorize, route, and monitor incidents and service requests in JIRA Service Desk.
• Keep ticket queues under control and work each item through to closure with appropriate follow-up.
• Maintain SLA targets, apply escalation procedures, and ensure support processes are followed consistently.
• Handle first-line troubleshooting for systems, applications, and user issues using remote support tools where needed.
• Escalate more complex cases to L2/L3 teams and coordinate the steps required to resolve them.
• Check back with users to confirm resolution and satisfaction before closing tickets.
• Review ticket accuracy, resolution quality, and the completeness of supporting documentation.
• Monitor older tickets, apply proper priority levels, and drive timely closure.
• Prepare daily, weekly, and monthly operational and SLA reports, and create JIRA dashboards.
• Administer JIRA Service Desk by setting up projects, workflows, issue types, queues, SLAs, permissions, and notifications.
• Manage users, roles, groups, and access controls in JIRA, and build automation rules, custom fields, forms, and screens.
• Support process improvement efforts and keep knowledge articles and runbooks current.
• Work with technical teams, vendors, and project stakeholders as required.
• Communicate during major incidents and assist with site or project-related support activities.
• Take part in shift rotations and provide coverage after hours, on weekends, or during holidays when needed.

Required background

• A bachelor’s degree or diploma in IT, Computer Science, or a related discipline is required.
• Applicants should have 3 to 5 years of experience in help desk or service desk support.
• Hands-on JIRA Service Desk administration is strongly preferred.
• ITIL Foundation certification would be an added advantage.
• Experience in a 24/7 operational support environment is beneficial.
• Fluency in both Arabic and English, spoken and written, is mandatory.

Technical and workplace expectations

• Practical experience administering JIRA Service Desk / JIRA Administration is essential.
• Solid understanding of JIRA setup, workflows, SLAs, queues, dashboards, and reporting is needed.
• Familiarity with automation rules, routing logic, issue types, screens, fields, and notification schemes is important.
• Strong understanding of incident management and ITSM practices is expected, including ticket lifecycle and escalation handling.
• Basic troubleshooting ability for Windows operating systems, common network issues, and office productivity applications is required.
• Experience using remote support and monitoring tools is needed.
• Good reporting, data analysis, and SLA/KPI monitoring skills are expected.
• The role demands strong customer service focus, clear communication, and a calm approach under pressure.
• Attention to detail, disciplined follow-up, and strong documentation habits are important.
• The ideal candidate should be able to work independently while also collaborating effectively with others.
• Effective time management and prioritization are key to success in this position.

Additional notes

This role is described as a fast-paced support environment and may require participation in major incident communications as well as support for site or project activities. Shift flexibility is important, including availability for evening, weekend, and holiday coverage when required.