IT Helpdesk Support Executive

Scope of the Position:

The Executive – IT Helpdesk Support is responsible for providing first-level & second-level technical assistance and support to end users. This role involves troubleshooting hardware, software, network, and application-related issues, ensuring minimal downtime, and delivering prompt, professional support to maintain smooth IT operations across the organization.

Responsibilities:

Technical Support

• Provide Level 1 / Level 2 helpdesk support to users via phone, email, ticketing system, or in person
• Diagnose and resolve issues related to desktops, laptops, printers, scanners, mobile devices, and peripherals
• Troubleshoot Windows OS, Mac OS, MS Office 365 Business Suite and common business applications
• Assist users with account setup, password resets, and access permissions (Active Directory / Microsoft 365)

Systems & Network Support

• Basic troubleshooting of LAN, Wi-Fi, VPN, and network connectivity issues
• Coordinate with system administrators and external vendors for escalated issues
• Monitor system performance and report recurring problems

Asset & Inventory Management

• Maintain IT asset inventory (hardware, software licenses)
• Install, configure, and maintain of IT equipment
• Support onboarding and offboarding by preparing and recovering IT assets

Documentation & Reporting

• Log incidents, service requests, and resolutions in the Helpdesk / Ticketing System
• Track, control & maintain all IT Assets
• Create and update IT support documentation and user guides
• Provide periodic reports on issues, trends, and resolutions

Security & Compliance

• Follow company IT policies, security standards, and data protection guidelines
• Assist in applying OS and application patches and antivirus updates
• Report security incidents or suspicious activities promptly

Required Qualification

Experience: Minimum 3 years of experience in IT Helpdesk / Desktop Support

Technical Skills

• Good knowledge of Windows OS, Microsoft Office, Outlook, and basic networking
• Familiarity with ticketing systems (e.g., Freshdesk, Freshservice.)
• Basic understanding of hardware troubleshooting and IT peripherals

Soft Skills

• Strong communication and customer service skills
• Ability to explain technical issues to non-technical users
• Good problem-solving and time-management abilities
• Willingness to learn and adapt to new technologies

Education: Diploma / Bachelor’s Degree in IT, Computer Science, or related field

Preferred Certifications (Optional):

· CompTIA A+

· Microsoft Certified Fundamentals (M365 / Windows)

Pay: AED5,000.00 - AED10,000.00 per month

Experience:

• IT Helpdesk Support in UAE : 5 years (Required)

Work Location: In person