JPC - 4734 - Specialist - Helpdesk

• Serve as the initial point of contact for all IT-related queries, logging user issues and escalating incidents to the appropriate technical teams or vendors for timely resolution.
• Provide second-level technical support, including troubleshooting operating systems, Microsoft Office applications, and basic network issues, either remotely or through desk-side assistance.
• Administer user accounts, access rights, and IT system profiles to ensure secure and efficient access control, contributing to a high standard of internal customer service.
• Liaise with external vendors to communicate user requirements and monitor compliance with Service Level Agreements, ensuring organizational IT needs are met effectively and by defined standards.
• Ensure prompt and effective resolution of technical issues, keeping users informed of progress and updating the service desk with resolution outcomes.
• Coordinate communication between end users and technical teams, escalating unresolved issues as necessary to ensure resolution.
• Respond to all IT service requests and incidents logged through the Helpdesk system, adhering to established procedures.
• Address verbal and written user queries promptly and professionally.
• Offer technical expertise in a wide range of IT support areas.
• Assist branches and subsidiaries with vendor-related installations and maintenance issues.
• Perform additional duties as required, even if outside the core scope of the role.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline.
• 3–5 years of relevant experience, with at least 3 years in a similar IT support role within the banking or financial services sector.
• Prior experience working in the UAE, with knowledge of local market practices and regulations.
• Proficiency in both Arabic and English.
• Strong analytical thinking and problem-solving abilities.
• Excellent communication and interpersonal skills, capable of interacting with both technical and non-technical stakeholders.

Sundus Recruitment Services