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IT Helpdesk Analyst

Robert Walters


Ref: NP316-1322

Job description / Role

Employment: Full Time

Our client is a leading regional law firm in Dubai. Their IT Department is looking for an IT Helpdesk Analyst to join their team. As an IT Helpdesk Analyst, you will act as the first point of contact for all users within the network. You will record, analyse and fix all user requests and incidents in a timely manner. You will monitor and operate the firms Helpdesk system as well as support the 2nd line IT team in projects and look after the office infrastructure.

As an IT Helpdesk Analyst, other responsibilities will include:

* Manage day-to-day user requests of all offices; record, fix or escalate issues
* Monitor the continuous operation and health of the office IT environment
* Maintain IT environment documentation, like the IT Asset Register and laptop pool; identify, suggest and implement IT improvements
* Manage the office IT infrastructure on the ground (door access systems, CCTV, telephone system, end-user computing devices, print production, mobile devices, meeting room setup)
* Visit their other offices from time to time to capture user feedback and address any IT issues encountered or raised by users
* Sense check the IT environment and do asset inventories and quality checks
* Contribute to the evolution of the IT Helpdesk system (process, usability, reporting)
* Coordinate work with the firm's suppliers
* Analyse statistics, reading and creating reports
* Support the delivery of the firm's IT strategy
* Contribute to IT Projects


As an IT Helpdesk Analyst, you will have the following:

* Bachelor's degree in IT or related field
* At least 7+ years' experience in supporting users in an IT first line support role, ideally experience in an organisation larger than 200 users
* Sound understanding of ITIL processes is a must, ideally supported by an ITIL Foundation Certificate
* Fluent in Arabic and English
* Experience in working and actively helping develop a Service Desk/Helpdesk team
* 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
* Strong customer focus combined with negotiation skills and the ability to execute
* Familiar with industry-standard systems and concepts (Windows environments - AD and Exchange, Microsoft Office Applications, Printing, Telephony, Network, and IT security)
* Ability to set up, maintain and troubleshoot Audio/Video setups (Meeting rooms)

About the Company

Robert Walters is one of the world's largest specialist professional recruitment consultancies with 53 offices spanning 24 countries.

We've helped thousands of professionals find permanent, contract and interim roles with leading global corporations, small to medium sized companies and innovative start ups. Our specialist recruitment focus includes: accountancy and finance, banking, engineering, operations, legal, IT, sales, marketing, procurement & logistics, HR and support/administration.

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