Job Description
Why This Role Matters
The ICT Support Specialist ensures that all employees have reliable access to technology and digital tools, enabling smooth business operations. By providing timely troubleshooting, system access management, and hardware support, this role minimizes downtime and enhances productivity. Serving as the first point of contact for ICT issues, the specialist helps maintain a secure, efficient, and well-supported IT environment that allows the organization to operate effectively and achieve its strategic objectives.
What You’ll Drive
Receive, log, and manage ICT issues and service requests via approved channels (email, portal, phone).
Categorize, prioritize, and assign tickets based on urgency and impact.
Provide first-level troubleshooting and resolution for common ICT issues, escalating unresolved problems to second- or third-level support teams.
Update ticket status and document resolution notes accurately before closure.
Assist users with login/password issues, Microsoft 365/email access, PC/laptop/printer/peripheral issues, and basic network or connectivity problems.
Provide support remotely or on-site as required.
Guide users on self-service portals and knowledge base usage.
Prepare ICT assets (laptops, desktops, mobile devices) for new joiners and assist with account creation, email/system access setup, and standard software installation.
Support offboarding by coordinating access removal, tracking asset returns, and managing license reassignment or removal.
Maintain accurate records of ICT assets, track movement, replacements, and perform basic inventory updates.
Conduct basic hardware diagnostics and replacements (mouse, keyboard, HDD/SSD, RAM) and coordinate with vendors for warranty repairs.
Communicate clearly with users regarding ticket status, expected resolution steps, and available workarounds.
Follow up post-resolution to confirm user satisfaction and document recurring issues and resolutions.
Update or suggest improvements to help articles and FAQs.
Adhere strictly to ICT procedures, SOPs, and security guidelines, supporting endpoint security measures such as patching and encryption checks.
Qualifications
You’re a Great Fit If You Have
Why You’ll Enjoy Working with Us
Additional Information
We believe our employees are key to our success, hence, we offer an inspiring working environment where our people feel rewarded & engaged. Career opportunities & training programs are offered to help you develop both personally and professionally and we offer attractive additional benefits to your monthly remuneration.
Graduate Trainee, IT (UAE National Only) • Dubai, Dubai, AE
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