The department of Information Technology Services at the American University in Dubai invites qualified applicants for the position of Help Desk Analyst:

Principal Responsibilities Include:

• Provide telephone support to users on a variety of issues. Identify, resolve or assign the problems to Help Desk technicians.
• Respond to questions from callers and walk-ins; remotely assist students, staff, and faculty with technology problems; assist in person with problems at the Help Desk office.
• Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using call tracking software.
• Follow-up with the end users to insure their cases were resolved.
• Document, track and monitor the problem to ensure a timely resolution.
• Assist other Information Technology Services (ITS) staff with maintaining network operations.
• Assist with modifying and developing technical and user support procedure manuals, reference guides and network and hardware related documents.

Ideally the successful candidates will have:

• Technical knowledge of the following:
• Windows Operating Systems, Active Directory, Outlook Exchange, Office applications.
• Network components (Switches, Hubs, etc).
• PC hardware & software troubleshooting.
• Self-motivated and deadline oriented, strong organizational skills and ability to prioritize.
• Analytical and problem solving abilities.
• Ability to provide technical support over the phone; good phone skills, professional demeanor, customer service experience strongly desired.
• Organization and time management skills.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

Experience of working in a truly multicultural setting including Public Relations, adaptability and resourcefulness are definite advantages.