Job Summary: The Help Desk Officer will provide first level technical support to students and faculty by answering, commenting and replying to help desk inquiries.
Key Duties and Responsibilities:
Provides IT technical support services to students and faculty at the Help Desk premises.
Support the following technologies: Microsoft Office products – Outlook, Internet Explorer, Windows 7 and Windows 10, iPAD and smart devices, laptops, printers, networked copiers, basic LAN/WAN connectivity and others as assigned.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Service Desk escalation processes.
Providing informal, one-to-one training sessions with university -specific software.
Delivering training sessions during faculty and student orientation.
Goes, as needed, to faculty, staff and VIP offices and workstations on campus to provide technical support.
Prepare to work outside normal working hours.
Responsible for service requests, software installations, new device setups, upgrades, and record request and incident resolutions in the Manage Engine Service Desk tool.
Answers and logs calls using Manage Engine Service Desk, assigning related tasks to Level 2 and Level 3 support personnel.
Qualifications, Skills and Experience:
The applicant must hold a Bachelor’s Degree in Computer Science or Related Field from an accredited Institution
Two years’ experience in end user environment support, Computer literate and familiar with Windows 10, Smart devices and MAC operating Systems or an equivalent combination of education and Experience.
Zayed University is a national and regional leader in educational innovation. Founded in 1998 and proudly bearing the name of the Founder of the Nation – the late Sheikh Zayed bin Sultan Al Nahyan, this flagship institution has met the President’s high expectations. Today, Zayed University has two modern campuses in Dubai and Abu Dhabi that welcome both national and international students.