Technology Helpdesk Specialist (UAE National)

Responsibilities:

Operations

• Provide technical support to the museums internal users of computer applications and hardware. Answer incoming calls to the IT Help Desk to the required standard.
• Track and log requests for assistance related to IT-supported systems and gather appropriate data related to each request.
• Maintain liaison with network users and technical staff to communicate the status of problem resolution to network users.
• Provide support to museum employees and perform initial problem analysis, refer problems to relevant IT technical staff when appropriate and follow up on the solutions for the non-routine or complex software and hardware problems.
• Refer and escalate unresolved IT-issues to the Technical Support Engineer, and follow-up with the concerned party regarding the solutions for the non-routine or complex software and hardware problems.
• Participate in the circulation and rollout of systems-related information such as help desk procedures and policies, and network handbooks.
• Ensure proper follow-up and satisfactory closure of TT (Trouble Ticket) takes place in accordance with Service Desk policies.
• Other duties as applicable to the role.
• Supports on integrating new systems, programs, and applications with business operations and services.

Shared Activities

• Carry out any other duties and responsibilities related to the role at the request of the direct manager.
• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Demonstrate compliance to organization’s values and ethics at all times to support the establishment of a value drive culture within the organization.
• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Qualifications:

• A bachelor's degree in computer science or information technology
• Certifications in IT CCNA, ITNL MCSE, CISSP, PMP is preferred
• 2 years of experience in a similar role
• Ability to design and maintain efficient customer portal support and feedback channels.
• Advanced knowledge of data security and encryption.
• Ability to keep up with IT advancements.
• Advanced communication skills toward facilitating the use of new software systems.
• Knowledge of security technologies such as IDS/IPS, vulnerability testing, threat intelligence and firewalls