Information Technology Help Desk Support

Overview

Helpdesk Technical Support Bilingual (Arabic / English) – Provide technical assistance, support, and maintenance to computer systems, software, and hardware. Analyze requirements, resolve problems, install hardware and software solutions, and support the internal IT Helpdesk. Responsible for administration and internal support.

• Know and apply ITIL – ITSM framework processes.
• Provide helpdesk support and resolve problems to end‑user satisfaction.
• Monitor Service Desk tickets, process first‑in first‑out based on priority, and respond quickly and effectively via Phone, Email, and Chat.
• Report issues to the Service Desk for escalation.
• Follow internal standard policy and procedure, keep all documentation updated.
• Utilize and maintain helpdesk tracking software for inventory of all equipment, hardware, and software licenses; understand end‑of‑life products.
• Assist with onboarding of new users.
• Install, test, and configure new workstations, peripheral equipment, and software.
• Perform timely workstation hardware and software upgrades as required.
• Work with Windows and MAC clients; basic knowledge of Windows servers and Linux.
• Support Office 365 products (Word, Excel, PowerPoint, Teams, One Drive, Visio, Project).
• Configure mail for end users, Outlook, domain and non‑domain users, mobile, tablet, iPad users, and Wi‑Fi; set up local and network printers.
• Set up meeting rooms, conference and meeting software (Skype, smart TV, etc.).
• Basic knowledge of Adobe products (Reader, Creative Cloud, Flash Player) and antivirus or endpoint protection.
• Handle off‑board user data backup and CCTV management.
• Understand network VLAN and subnetting mask.
• Basic experience with Java product knowledge.
• Be available for emergency tasks or late office hours as required.
• Manage access control system: create users, add permissions.
• Use troubleshooting tools, train other staff on diagnosing problems.
• Write, edit, and revise training manuals for new and updated software and hardware.
• Request feedback and monitor calls to improve training methods.
• Run reports to analyze common complaints and problems.

• Manager:
  Escalate issues, provide advice, receive instructions, report security system performance, and provide input for policy improvements.
• Work team:
  Collaborate to achieve business goals, participate in meetings, provide guidance on ITIL processes, build a supportive environment, share information across teams, acknowledge outcomes, engage other teams to solve issues, and support others in challenging situations.
• Clients/Customers:
  Resolve and provide solutions to issues, advise user population on relevant practices.