IT Help Desk Analyst
Al Tamimi & Company
Dubai, AE
منذ 21 ساعات

The role

The IT Helpdesk Analyst acts as the first point of contact for all users within the Al Tamimi Office network. All user requests and incidents are recorded, analysed and fixed or escalated in a timely manner.

The ITHA monitors and operates the firms Helpdesk system as well as supporting the 2nd line IT team in projects and looking after the office infrastructure.

Duties and responsibilities are as follows :

  • Managing day-to-day user requests of all offices; record, fix or escalate issues accordingly
  • Monitoring the continuous operation and health of the office IT environment
  • Maintaining IT environment documentation, like the IT Asset Register and laptop pool; identifying, suggesting and implementing IT improvements
  • Managing the office IT infrastructure on the ground (door access systems, CCTV, telephone system, end user computing devices, print production, mobile devices, meeting room setup)
  • Supporting regular team member visits to offices
  • Contributing to the evolution of the IT Helpdesk system (process, usability, reporting)
  • Coordinating work with the firm’s suppliers
  • Analysing statistics, reading and creating reports
  • Support the delivery of the firm’s IT strategy
  • Contributing, planning and controlling change
  • Contributing to IT projects
  • Skills and experience

  • Minimum 3+ years’ experience in supporting users in an IT first line support role, ideally experience in an organisation larger than 200 users
  • Fluent in both English and Arabic
  • Excellent team player.
  • Very good Microsoft Office skills in Word, Outlook, PowerPoint and Excel, ideally MCP certificate
  • Passion for people, technology, service and IT processes and be able to see the big picture as well as the finer details of the IT environment
  • Sound understanding of ITIL processes is a must, ideally supported by an ITIL Foundation Certificate
  • Strong customer focus combined with negotiation skills and ability to execute
  • Effective time management, prioritising and delegation
  • Self-driven / self-motivated individual always seeking to improve current practice
  • Excellent communication and interpersonal skills, for dealing with a range of personalities on all levels in a positive, direct and diplomatic way
  • Familiar with industry standard systems and concepts (Windows environments AD and Exchange, Microsoft Office Applications, Printing, Telephony, Network and IT security)
  • Ability to setup, maintain and trouble shoot Audio / Video setups (Meeting rooms)
  • About Al Tamimi & Company

    Al Tamimi & Company has unrivalled experience, having operated in the region for over 30 years. Our lawyers combine international experience and qualifications with expert regional knowledge and understanding.

    We are a full-service firm, specialising in advising and supporting major international corporations, banks and financial institutions, government organisations and local, regional and international companies.

    Our main areas of expertise include arbitration & litigation, banking & finance, corporate & commercial, intellectual property, real estate, construction & infrastructure, and technology, media & telecommunications.

    Our lawyers provide quality legal advice and support to clients across all of our practice areas.

    Our business and regional footprint continues to grow, and we seek to expand further in line with our commitment to meet the needs of clients doing business across the MENA region.

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