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Employment : Opportunities
 
Help Desk Analyst – ITS Department
 

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.

 

The candidate will hold a Bachelor’s degree from a Western Accredited University in a related discipline.

 

Experience of working in a truly multicultural setting, and attention to detail are definite advantages.

 

Applications will be accepted and evaluated until this position is filled.

 
Candidates must send an up-to-date CV, as well as the names and email addresses of two referees to the attention of:


Mrs. Lily Kawmi,
Director of Human Resources,
The American University in Dubai.
Email: recruitment@aud.edu

No telephone calls please.

* Kindly note that this position is open for local hire only.

While we thank all applicants for their interest, only those under consideration will be contacted for a follow-up interview.

 
 
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