IT Help Desk (Emiratized)

Job Description

Job Description

Reporting To: IT Support Manager / IT Supervisor

Job Purpose:

The IT Help Desk Executive is responsible for providing first-level technical support to end users across Al Masaood Group. The role ensures timely resolution of IT issues, supports daily IT operations, and maintains high levels of user satisfaction through effective troubleshooting and communication.

Core Responsibilities:

• Provide first-line support for hardware, software, and network-related issues.
• Respond to IT help desk tickets, emails, and calls in a timely manner.
• Diagnose and troubleshoot issues related to desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain operating systems and standard business applications.

• Assist users with system access, password resets, and account-related issues.
• Guide users on basic IT tools, systems, and best practices.
• Ensure all incidents and service requests are logged and tracked in the help desk system.
• Follow up with users to ensure issues are fully resolved.

• Support basic network troubleshooting (LAN/Wi-Fi connectivity issues).
• Assist in maintaining IT equipment inventory and asset tracking.
• Coordinate with senior IT team members for escalated issues.

• Perform routine system checks and preventive maintenance.
• Support software installations, updates, and patches.
• Prepare and configure new user workstations and devices.

• Maintain accurate records of issues, solutions, and IT assets.
• Follow company IT policies, procedures, and security guidelines.
• Ensure compliance with IT standards and best practices.

• Bachelor's degree or diploma in Information Technology, Computer Science, or related field.
• 1–2 years of experience in IT help desk or technical support role.
• Experience in a corporate or enterprise environment is preferred.
• Fluent English command.
• Strong problem-solving and troubleshooting skills.
• Good communication and interpersonal abilities.
• Customer-focused mindset with a positive attitude.

• Knowledge of:
• Windows OS (Windows 10/11)
• Microsoft Office 365
• Basic Active Directory (user management, password reset)
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Familiarity with:
• IT ticketing systems
• Remote support tools
• Understanding of hardware troubleshooting.