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Service Desk Engineer/Analyst

Propel Consult


Ref: LP127-2177

Job description / Role

Employment: Full Time

Our client is seeking a Service Desk Engineer to provide technical support to internal staff, dedicated consultants, and business partners.

In this role you will be responsible for:
• Ensuring that all incidents are accurately recorded, assigned and managed using the Service Desk Tool (SDT)
• Ensuring that requests from end users via either in-person or remote (telephone or email) are dealt with in a professional and courteous manner and resolved upon first contact where possible
• Supporting and troubleshooting of wireless access and connectivity
• Supporting and troubleshooting of iPhone, iPad, Android, and other tablet devices
• Comms Room Tasks - Port configuration and troubleshooting; understanding of how firewall rules impact connectivity; wiring comms room equipment; understanding of how UPS and AC’s works
• Managing and scheduling local vendors for comms room equipment maintenance and support
• Supporting all desktop related operations, including the installation of software packages and administration of OS
• Administration and support of Microsoft technologies as it relates to Operating System, Intune MDM, SharePoint, and network services
• Conducting end-to-end service ensuring that there is follow-up until resolution of incidents. Conduct IT-Walkthroughs to ensure that non-reported incidents are addressed
• Creating and managing user accounts, groups, and distribution lists, and perform password resets.


To be considered for this role you must have the following skills and experience:
• 5 + years experience as Service Desk Analyst/Engineer
• Experience in working with applications and systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.
• Must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users with excellent communication skills and telephone manner
• Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction
• Excellent organizational skills and experience managing incidents, business expectations, and communication
• Strong knowledge of Microsoft-based systems
• Working knowledge of AV and Video setup
• BA/BS degree (required)
• Computer software and hardware troubleshooting knowledge and experience
• Software and hardware courses and/or certifications a plus

Preferred Qualifications:
• ServiceNow experience or certification
• Service Desk Institute Analyst certification
• Microsoft certification o Windows 7/10 and other MS technologies
• Practical VMWare (Vsphere and/or Horizon View) experience
• Comp TIA A+
• ITIL certification is a plus
• Cisco telephony, AV and video conferencing skills, Teams/Webex/Zoom
• MS, Cisco, VMware technical training and/or certifications are a plus Education

About the Company

Propel Consult delivers a service in step with the needs of both our client companies and candidates. Our ability to add value to all levels of recruitment stems from our wholehearted belief in providing a professional service to both parties. We have built relationships with many leading indigenous and mulitnational organisations throughout the Middle East and internationally in countries such as UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait, Egypt and many more. Concentrating our resources has created 5 distinct specialist divisions:

  • Banking & Finance
  • Human Resources
  • Oil & Gas
  • Construction
  • Architecture & Engineering

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