Job Summary
| Position Title | Helpdesk Administrator |
|---|---|
| Hiring Organization | DP World |
| Job Location | Jumeira Beach Road - Al MINA, Dubai, Dubai, AE |
| Base Salary | AED |
| Job Schedule | Full Time |
Job Position
- Help desk administrator is responsible for handling activities related to system support for their company or organization
- They are in charge of providing superb client experiences and working in resolving support issues in a professional and timely manner
Job Responsibilities
- Implement day-to-day operations assigned for the Helpdesk Administration Section to ensure compliance with the established standards and procedures
- Serves as Team Lead for the administration and maintenance of company’s IT asset including mobile IT equipment, PC, IT peripherals and company provided mobile SIMsServes as team lead for administration of IT Helpdesk operationAdministration of dispose the IT assets in compliance with Corporate Procedures
- Provide extensive first level technical support / phone or email support to IT Company’s IT users, clients & vendors and coordinate with team for further supportProvide assistance for IT procurement and for IT budget preparationProcedures, formulating and reviewing IT policies & procedures
- Monitor service calls/work requestsAssign the service calls for further actions to the respective team members and follow-upPeriodic review of service calls for resolutionsMonitor the service calls for potential SLA violations and do the follow-ups and escalate to IT Manager as appropriateProvide IT induction to new joiners of companyProvide IT Clearance to quit employee for final settlementDelegate and allocate responsibilities efficiently to manage task end to endPrepare periodical reports for IT Manager such as call analysis, SLA violations, tasks exceeded allowed time limit, resource performance, KPO, Cost allocation etcCoordinate with internal & external auditors for IT AuditsStreamline IT operations for ITIL compliance and standard IT governance practices
Job Requirements
- Bachelor’s degreeITIL3 – 6 years relevant experience in a large organization
- Thorough knowledge in implementing, administering and troubleshooting support, including first level technical/ phone/email support
- Experience in IT inventory management, IT Helpdesk system and Microsoft application
- Handling documentation related to IT operation
- Demonstrated ability to handle multiple projects concurrently and meet deadlines
- Demonstrated ability to organize, prioritize and successfully execute tasks in accordance with departmental / project objectives
- Ability to quickly learn new or unfamiliar technologies and products, independently using documentation and online resources
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