IT Help Desk Administrator

dubai, United Arab Emirates Posted on 10/28/2025

Swedish Technology Services is international Information and Communication Technology (ICT) business entity, which specializes in providing complete ICT, based solutions. It offers a complete spectrum of services ranging from ITeS, Web & Business Solutions to e-government, Call Centre, Business Process Outsourcing (BPO) and Human Resource Development Services (HRDS) in the field of Information Technology.

Job Description

We're looking for a passionate Software Engineer to design, develop and install software solutions. Ideally, the candidate should be able to build high quality, innovative and fully performing software in compliance with coding standards and technical design. Software engineers must be skilled in development, writing code, and documenting functionality. This role is responsible for overseeing helpdesk operations, including the full lifecycle of IT ticket management-categorization, prioritization, assignment, and escalation-while ensuring timely resolution of technical issues. It also involves providing direct technical support to end users to maintain high service standards and operational efficiency.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Manage and prioritize the help desk queue by ensuring accurate ticket categorization, effective assignment to appropriate technicians, and prompt action in alignment with established Service Level Agreements (SLAs).
• Maintain a high level of customer satisfaction by proactively communicating status updates, managing follow ups, and professionally addressing service complaints.
• Document all incidents, resolutions, and steps in the ticketing system to build a comprehensive knowledge base.
• Create and update technical documentation, FAQs, and end user guides to promote self service.
• Assist in inventory management of IT assets, including tracking procurement, deployment, and disposal of hardware and software licenses.
• Contribute to the continuous improvement of helpdesk processes, tools, and service delivery methods.
• Monitor Help Desk system performance and provide reports to management.
• Install, configure, diagnose and/or resolve user related hardware and software issues.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self sufficiency.

• Bachelor's degree in IT or related
• Proficient in English and Arabic Language
• At least two years in IT Customer Support function
• Experience with IT ticketing systems (e.g., ServiceNow, ManageEngine, or similar).
• Strong knowledge of Windows OS, Microsoft 365, and standard enterprise applications.
• Basic understanding of networking, system administration, and troubleshooting.
• Relevant Helpdesk & IT certifications

Requirements

• Proven work experience as a computer software engineer or software developer.
• Hands on experience in designing interactive applications.
• Ability to develop software in C, C++, C#, Java or other selected languages.
• Excellent knowledge of Relational Databases, SQL and ORM technologies (JPA2, Hibernate).
• Experience in developing web applications using at least one popular web framework (JSF, Wicket, GWT, Spring MVC).
• Experience with test driven development.
• Mastery in software engineering tools.
• Ability to document requirements and specifications.
• Familiarity with software development methodology and release processes.
• A degree in Computer Science or Engineering.

Benefits

• Good rate of pay . Developers have a higher starting wage bracket all around the world.
• The skills are transferable . The skills you acquire will never be out of use.
• Work anywhere . As a developer you aren't limited to a particular region or country as 1's and 0's are understood everywhere.
• Comfortable Working Environment . Wherever you go, you'll have an air conditioned office, fast internet and a powerful laptop. What more does a man need?
• Constant learning curve . You will only get better with passing time as you will be in sync with the technological changes.
• You can be as creative as you want . Each day you create something from nothing. The only thing that limits you will be your imagination.
• Maternity/paternity leave . Pursue career goals while growing your family.
• Professional development . Get opportunities for professional development, to master new skills and to grow into other roles.