IT Helpdesk Engineer

Job description / Role

No. Of Resource:- 01
Availability:- Immediate availability preferred
Location:- Abu Dhabi
Industry:- Real Estate
Email:- hr@staffconnect.ae
WhatsApp:- +971 529421270

Job Purpose

The candidate will be responsible for managing and overseeing the day-to-day operations of the IT helpdesk team, ensuring the efficient resolution of technical issues and providing excellent support to internal users. The role includes coordinating team activities, implementing best practices, and ensuring a high level of customer satisfaction. The IT Helpdesk Engineer will act as a liaison between the IT department and end-users, ensuring the smooth operation of IT services.

Job Description

1. Team Management
* Supervise and mentor the IT helpdesk team, providing guidance, training, and performance evaluations.
* Coordinate the helpdesk team's daily activities, including task assignment and prioritization.
* Foster a positive and collaborative team environment to encourage high performance and continuous improvement).

2. IT Service Desk Management and Administration
* Manage the IT service desk ticketing system, prioritizing requests and ensuring timely resolution.
* Oversee the management of all incidents, ensuring timely and efficient resolution in line with service level agreements (SLAs).
* Develop and maintain knowledge base articles for self-service support.
* Track and report on key service desk metrics (e.g., resolution times, customer satisfaction).

3. Customer Service and Communication
* Ensure high levels of customer service and satisfaction by managing expectations and providing clear communication.
* Act as the primary point of contact for escalated issues and work to resolve complex or critical incidents.
* Gather and analyze feedback from end-users to identify areas for improvement in service delivery.

4. Process Improvement
* Continuously assess helpdesk processes and procedures to identify inefficiencies and areas for improvement.
* Implement best practices and standard operating procedures (SOPs) to enhance helpdesk efficiency.
* Collaborate with other IT teams to streamline support processes and improve service quality.

5. Reporting and Documentation
* Prepare regular reports on helpdesk performance, including metrics such as response times, resolution rates, and customer satisfaction.
* Ensure proper documentation of all incidents, service requests, and resolutions in the helpdesk system.
* Maintain up-to-date records of IT assets, user accounts, and access permissions.

6. IT Policy Compliance
* Ensure that helpdesk operations adhere to company IT policies and procedures.
* Monitor and enforce compliance with security protocols, data protection regulations, and other relevant policies.
* Assist in the development and updating of IT policies related to user support and helpdesk operations.

7. Technology Management
* Oversee the deployment and maintenance of helpdesk tools and software, ensuring they are up-to-date and functioning properly.
* Work with IT infrastructure teams to ensure the availability and performance of key systems and applications.
* Evaluate new tools and technologies that could improve helpdesk efficiency and service quality.

8. User IT Service Requests and Onboarding/Offboarding
* Manage user IT service requests including account provisioning, software installation, and access management.
* Ensure smooth transitions for users joining and leaving the organization.

9. L1 /L2 IT Technical Support
* Provide first and second line technical support via phone, email, and in-person assistance.
* Troubleshoot and resolve a variety of hardware, software, and network connectivity issues.
* Diagnose and escalate complex problems to senior IT staff as needed.

10. Endpoint Backup Monitoring and Troubleshooting
* Monitor endpoint backup solutions for errors and ensure successful data backups.
* Troubleshoot issues with endpoint backup and restore processes.

11. IT Asset Management and Inventory Maintenance
* Maintain an accurate and up-to-date inventory of all IT assets (hardware, software, licenses and contracts).
* Track asset lifecycles, perform periodic audits, and report on asset utilization.
* Assist with the procurement and disposal of IT assets.

12. Conduct Access Audit Reviews
* Regularly review user access rights to ensure compliance with security policies.
* Identify and address any unauthorized access or potential security risks.

13. Infrastructure Systems and File Server Access
* Provide basic support for infrastructure systems and file servers.
* Assist users with file access and permissions issues.

14. Printing Management System Troubleshooting and Management
* Troubleshoot issues with printing systems and troubleshoot printing problems.
* Manage printer configurations and user access to printing resources.

15. General Requirement
* Experience with IT Service Desk ticketing systems (Manage Engine SD Plus, JIRA).
* Knowledge of common desktop operating systems (Windows, Mac) and applications (MS office suite, zoom, teams, adobe, SharePoint, OneDrive, etc).
* Familiarity with basic network troubleshooting techniques.
* Experience with IT asset management tools.
* Experience with conference systems.

16. Systems Ownership
* Manage Engine Service Desk Plus.
* Manage Engine OP Manager.
* Manage Engine Endpoint Central.
* Manage Engine PAM Pro.
* File and Archive servers.
* Metallic Endpoint Backup.
* Active Directory and Office 365 admin portal.

17. Policies and Procedures Champion
* IT Access Management Policy and Procedure.
* Data Backup and Restoration Policy.
* Information Security Manual.
* IT Asset Management Policy and Procedure.
* IT Incident Management Policy and Procedure.
* IT Patch Management Policy and Procedure.
* IT Service Catalogue and Request Management Policy and Procedure.

QUALIFICATIONS & EXPERIENCE
* Mandatory: Bachelor's degree in computer science or computer engineering.
* Minimum (9) years of experience in all aspects

About the Company

Staff Connect is the rapidly developing best IT outsourcing company in UAE. We offer to our respective clients the best possible service like sourcing services for permanent, temporary, and agreement-based recruitment. Since commencing conductions, the entities have seen fast development achieved solely through firm business rapports and deliver reliable and meaningful services to our clients.