IT Helpdesk Technician

The Help Desk Engineer’s role is to oversee the entire Help Desk Department and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Executive will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. One deployed IT Helpdesk Technician should be capable of supporting Application/Softwares which have an application support background. He/She preferred to be Bilingual (Arabic & English) since we do have applications in Arabic.
Responsibilities

- Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
- Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary.
- Prepare budget proposals and operational expenditure statements.
- Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.
- Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
- Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
- Manage incoming calls to the Helpdesk via telephone and e-mail/IM, ensuring courteous, timely, and effective resolution to End Users’ issues.
- Design and enforce request handling and escalation policies and procedures.
- Coordinate and/or perform hands-on fixes at the desktop level onsite, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Track and analyze trends on Helpdesk requests to generate statistical reports.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
- Resolve escalated Calls, Train, coach, and mentor IT Support Executives and other junior staff.

Additional Responsibilities for IT Helpdesk Technician (Application Support)

- Knowledge in Mobile Applications, SharePoint, SAP, Oracle, MySQL and SQL.
- Administration skills in on-cloud or on-premise, Microsoft and Linux Server environment
- DBA skills and Web server administration skills (Microsoft and Linux)
- This person will be sole responsible for all Cultural Village Foundation Software/Application Support, which includes all homegrown applications and various web portals, SharePoint.
Position Requirements
Education & Certification
- University degree or diploma in the field of computer science, information sciences, or related field and minimum 3 years equivalent work experience.
- Certifications in Cisco, Microsoft, and Cisco are added advantage.
Knowledge & Experience
- Exceptional knowledge of computer hardware, including Server class machines.
- Deep-seated experience with desktop and server operating systems.
- Extensive application support experience with System Center (or any other help desk software’s).
- Working knowledge of a range of diagnostic utilities, include Microsoft and Linux.
- Demonstrated progressive experience in the management of a technical support team.
- Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
Personal Attributes
- Solid relationship management and performance management skills.
- Ability to motivate and direct staff members and subordinates.
- Strong understanding of the organization’s goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, good focus on listening and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical End Users.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to prioritize effectively and execute tasks efficiently when under stress.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment

Work Conditions
- Should be able to Work in rotational Shifts (24/7)
- Sitting for extended periods of time whenever required.

Nationality : Indian

If interested, please send me your updated CV to with Email Subject: Q1