IT Helpdesk Full time

• Date Posted: Posted ‎2 months ago


• Location: Abu Dhabi


• Job Title: IT Helpdesk


• Salary: £‎10000 - £‎11000

IT Analyst Helpdesk Resource Requirement
Client needs an Analyst Helpdesk Resource for Ruwais Plant, Abu Dhabi to
provide level ‎1 IT Support
Services.
IT Analyst Helpdesk Services requirement covers the following:
‎1 ANALYST, HELPDESK
Detailed Service Description of IT Helpdesk Service
Bidder must be responsible to provide the IT Helpdesk Engineer as per below
Job Description:
Job Title: ANALYST, HELPDESK
Basic Function for the Service:
To provide efficient, qualitative and user-friendly help-desk support to the
systems used by the user
to ensure effective resolution of day-to-day problems and queries regarding
assigned systems.
Provide continuous professional Helpdesk & Desktop Support covering PC,
Software, identifies user
problems, analyses same utilizing diagnostics, and resolving the same by
remote or physically.
Maintains information of users, configuration, and problems in helpdesk system
or database
management system for future reference and prepare statistical reports.
Service Performed:
* Receives, records and acts on problems from users of enterprise computer services. The
problems cover the following areas:
? Hardware, such as PCs, Peripherals and Networking equipment.
? System Software, Desktop operating systems and associated software services.
? Application Software, such as financial systems, material, maintenance, HR
System
scientific applications, PC applications.
? Operational, such as job scheduling, data set restorations and security
violations.
* To log Service Requests and Change Requests in IT Service Desk Application and to close them
after recording the resolutions and ensuring that the end user is satisfied
with the solution.
* To plan, execute and coordinate the deployment of PCs, Laptops, Network and other IT Client
Hardware.
* Appraises and then advises users of appropriate problem/enquiry resolution.
* Interprets and routes user problem/enquiry to selected resource for resolution.
* Initiates problem tracking and follow-ups on reported problems with ITD concerned parties
for possible rectification.
* Records problem resolution and correlates with historical database
* Provides quality assurance services to end users by providing defining and enforcing adequate
service level in terms of problem reporting and resolution response time,
resolution
escalation and quality of resolution.
* Prepares end-of-month management reports related to Help Desk activities.
* Rectifies the problem, and in certain cases when hardware parts replacement or reformatting
is required, arranges for the PC to be shifted to the workshop for further
troubleshooting.
* Contacts the vendors if the machine is under warranty and advises their Engineer of the exact
problem

and

arranges

for

the

vendor

to

collect

the

equipment

for

necessary

repairs/replacement of parts,
* Advises the status of the problem and keeps user updated on the possible availability of the
unit,
* Arranges for the unit to be shifted back to user after performing necessary tests to ensure
that resolution is completed thoroughly to user's satisfaction,
* Discusses with application support unit's personnel and Passport Systems Administrators
reported systems problems, resolves where possible and reports to Supervisor
complex ones.
* To ensure that the Company's HSE Policy is applied in all aspects of the work.
* To train and develop the assigned UAE National Developees.
To maintain, support and upgrade the Helpdesk information system and generate
reports as required
by the IT Management. To prepare systems log and monthly statistics for
analysis of performance
detailing type of problems.
Visits

user

on

site

and

tries

to

identify

the

complicated

problems

by

checking

the

system/performance/software/hardware and applications.
S.NO
IT Analyst Helpdesk Resource Contract
QTY
‎1 Analyst IT Helpdesk, Plant (Ruwais) ‎1
Conditions
? The bidder must provide the CVs of the candidates along with legal documents
of the
candidates.
? The bidder must arrange an accommodation in Ruwais for the Engineer.
? The bidder must provide a replacement for the candidate in case of any leave
or vacation.
? The bidder must provide accommodation / Transportation for the Engineer in
Ruwais
? The vendor must provide CNIA Security Pass for the Engineers, so that the
Engineer's Visa
must be issued in Abu Dhabi.