Ateca Consulting Hiring for IT Service Desk Lead Job at Dubai Full Time

IT Service Desk Lead is urgently required for a leading IT Vendor based in Dubai, United Arab Emirates for a one-year contract. The ideal candidate will be responsible for:

• Provide support for the following categories of assets o Desktops/Workstations: Windows & MAC

• Laptops: Windows & MAC
• Peripherals and accessories: keyboard, mouse, headset
• Smart devices: tablets and wearables
• Multimedia devices: projectors, TVs, digital boards
• Printers / MFP / PDA

• Reconfigure and format devices as per service requests using OS images* provided by configuration management team
• Coordination with Customer configuration management team for vendor technical support for user assets
• User support for Windows & MAC Client OS, Microsoft Exchange, and Microsoft Office applications
• Individual installations of 3rd party client software on user machines as per service requests
• User support for 3rd party client software as per approved software list
• Co-ordinate with relevant Customer L3 teams for the installation of patches on workstations and laptops
• Co-ordinate with relevant Customer L3 teams for installation and configuration of network data points in Customer offices
• Frequent health check of multimedia devices in meeting rooms, future centres, and business centres
• Support incident, change management and request fulfilment tasks as requested by users
• Install, move, add, configure, and distribute (IMACD) approved client software and hardware as per defined asset list
• OS Images are managed and maintained by Configuration Management team

Functional requirement

• Assist client day-to-day functionality and efficiency
• Swift and smooth response to End User support needs
• Troubleshoot and guide end users to resolve their issues on first call basis
• Provide remote support using available remote management tools
• Provide IT support for desktops, printers, peripherals, telephone systems, and cellular devices
• Configures, installs and maintains software systems
• Identify, manage and resolve issues in a timely manner
• Manage operations successfully on time and within budget
• Respond to customer requests effectively and communicate with them to address issues
• Log and update tickets worklogs in the ticketing system
• Build, update and maintain a proper knowledgebase.

Maintain asset details properly and timely in CMDB.

• Educational: Degree in Computer Science, Management Information Systems, Information Technology, Engineering or similar technical degree.
• Minimum Experience:2 years

Competencies: