May 11, 2018
Job Title: IT Helpdesk Officer
Company Name: Arab Monetary Fund (AMF)
Location: Abu Dhabi, United Arab Emirates (UAE)
The Arab Monetary Fund (AMF), is a regional Arab financial organization based in Abu Dhabi, United Arab Emirates. It’s main objectives are laying monetary foundations of Arab economic integration and accelerating the process of economic development in all Arab Countries. Member Countries (22) are: Jordan, United Arab Emirates, Bahrain, Tunisia, Algeria, Djibouti, Saudi Arabia, Sudan, Syria, Somalia, Iraq, Oman, Palestine, Qatar, Kuwait, Lebanon, Libya, Egypt, Morocco, Mauritania, Yemen, Comoros.
Job Summary: The IT helpdesk Officer position reports to the Head, IT Operations Unit in the IT Division. It provides support and maintenance to the computer desktop environment at the Arab Monetary Fund by understanding user requirements, resolving technical issues, installing hardware and software solutions. It is also responsible for the administration and internal support of AMF’s application and operating systems, PCs, printers, servers, and related equipment.
Key Duties and Responsibilities:
Serving as the first point of contact for users seeking technical assistance over the phone, helpdesk System, email.
Performing remote troubleshooting through diagnostic techniques and pertinent questions.
Determining the best solution based on the issue and details provided by users.
Troubleshoot, diagnose and resolve issues related to operating systems, hardware and software.
Respond to queries either in person or over the phone.
Offer technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Document issues, incidents, remedies and conversations via specialized helpdesk application(s) to create a log that can be referenced by other engineers and for training purposes.
Provide support in accordance with established processes.
Walk user through problem-solving process.
Direct unresolved issues to the next level of support.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs
Identify and suggest possible improvements on procedures.
Maintain daily performance of computer systems.
Install, modify, and repair computer hardware and software.
Run diagnostic programs to resolve problems.
Utilize and maintain the helpdesk tracking software
The IT Helpdesk Officer will also maintain inventory of all equipment, software and software licenses
Perform timely workstation hardware and software upgrades as required.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Follow up with users to ensure issue has been resolved.
Gain feedback from users about computer usage.
Qualifications, Skills and Experience:
The IT Helpdesk Officer must hold a Bachelor’s Degree in Information Systems, Business, Communications or related field
Three years of relevant and proven experience as a help desk technician or other customer support role
Adequate technical skills and character.
Tech savvy with working knowledge of office automation products, databases and remote access and diagnosis.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and resolve basic technical issues.
Good communication skills in Arabic and English.
Customer-oriented and cool-tempered
Arab Monetary Fund (AMF)
Abu Dhabi - United Arab Emirates