Help Desk Administrator

About This Role

1. Helpdesk & First-Line Support (L1 & L2 ) Technical Support

• Act as the first point of contact for all IT-related incidents and service requests via phone, email, portal, or walk-in support.
• Log, categorize, prioritize, and track incidents and requests in the IT Service Management (ITSM) system in accordance with defined SLAs.
• Provide Level 1 troubleshooting and resolution for common hardware, software, operating system, application, email, printing, and network connectivity issues.
• Ensure timely resolution of user issues and continuous communication on ticket status.

2. End-User Support

• Provide desktop and user support for laptops, desktops, mobile devices, peripherals, and standard office applications.
• Support user account activities such as password resets, access requests, and basic application support in line with access control policies.
• Assist users with onboarding and offboarding IT requirements, including account setup and asset allocation.

3. Incident Escalation & Coordination

• Identify incidents that require escalation and promptly forward them to Level 2 / Level 3 support teams or vendors.
• Provide clear documentation and troubleshooting details during escalation to ensure faster resolution.
• Follow up on escalated tickets to ensure closure within agreed SLAs.

4. Site Support & Field Assistance

• Provide basic on-site IT support at offices and operational locations within Abu Dhabi when required.
• Support initial troubleshooting of connectivity or end-user issues at remote sites before escalation.
• Ensure IT equipment at sites is functional and properly logged.

5. IT Asset & Inventory Support

• Assist in tracking IT assets including laptops, desktops, accessories, and peripherals.
• Support asset deployment, replacement, and collection activities.
• Maintain accurate asset and user assignment records as per organizational policies.

6. Documentation & Knowledge Base

• Create and maintain basic user guides, FAQs, and standard operating procedures (SOPs).
• Update ticket resolutions and known issues to support knowledge sharing and reduce repeat incidents.
• Ensure documentation complies with internal audit and governance requirements.

7. Service Quality & Compliance

• Adhere to IT policies, procedures, and information security guidelines.
• Ensure confidentiality and proper handling of organizational data and user information.
• Support internal audits by providing required documentation and records.

8. Customer Service & Professional Conduct

• Deliver a high level of customer service with a professional, courteous, and solution-focused approach.
• Communicate clearly with users, including non-technical staff.
• Maintain professionalism and composure in high-pressure or time-sensitive situations.
• Information Security: Comply fully with Modon’s Information Security Policies by completing Security Awareness Training before handling sensitive information, protecting your access accounts and passwords, not disabling your firewall or antivirus, using IT resources only for authorized purposes, promptly reporting security incidents to the IT ServiceDesk, and maintaining strict confidentiality and accountability for your user accounts.

Qualification:

• A bachelor’s degree in computer science, information technology, or a related field is required.

Experience and Competencies:

Experience

• Minimum 2–4 years of experience in an IT Helpdesk or Level 1 support role.

Core Competencies

• Service Orientation
• Communication Skills
• Teamwork and Collaboration
• Time Management
• Attention to Detail
• Compliance and Ethical Conduct

Technical Competencies

• Desktop and end-user support
• Microsoft Windows OS and Microsoft 365
• Basic networking concepts (LAN/Wi-Fi/VPN)
• ITSM tools and ticket management systems

Additional Requirements

• UAE Driving License and own vehicle (mandatory).
• Willingness to support multiple sites within the Emirate of Abu Dhabi.

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