Help Desk Support Officer
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Key skills for this role
About the Role
Astek is seeking a Help Desk Support Officer for a client in Dubai. You will manage incidents and service requests, own ticket lifecycles and SLA adherence, and coordinate escalations to L2/L3 teams.
Key Skills for This Role
Responsibilities
- Answer hotline calls, emails, and helpdesk requests professionally and promptly
- Create, classify, assign and track incidents and requests in JIRA Service Desk
- Monitor queues and drive tickets to resolution; ensure proper follow up until closure
- Maintain SLA compliance, follow escalation paths, and enforce support processes
- Provide L1 troubleshooting for systems, apps, user issues and use remote support tools
- Escalate complex incidents to L2/L3 and coordinate resolution activities
- Produce daily, weekly and monthly operational and SLA reports; build JIRA dashboards
- Configure and maintain JIRA Service Desk: projects, workflows, issue types, queues, SLAs, permissions and notifications
- Participate in shift rotations and provide after hours, weekend or holiday coverage when required
Requirements
- Bachelor's degree or Diploma in IT, Computer Science or related field
- 3 5 years of experience in Help Desk / Service Desk support
- JIRA Service Desk administration experience strongly preferred
- ITIL Foundation certification is an advantage
- Fluency in Arabic and English (spoken and written) is mandatory
- Experience in 24/7 operational support environments is a plus
Full Job Posting
Role Overview
- For one of our clients, we are looking for a Help Desk Support Officer. You’ll manage incidents and service requests, own ticket lifecycles and SLA adherence, and coordinate escalations to L2/L3 teams to resolve complex issues in a fast paced support environment.
Key Responsibilities
- Answer hotline calls, emails, and helpdesk requests professionally and promptly
- Create, classify, assign and track incidents and requests in JIRA Service Desk
- Monitor queues and drive tickets to resolution; ensure proper follow up until closure
- Maintain SLA compliance, follow escalation paths, and enforce support processes
- Provide L1 troubleshooting for systems, apps, user issues and use remote support tools
- Escalate complex incidents to L2/L3 and coordinate resolution activities
- Confirm resolution with users and validate customer satisfaction prior to closing tickets
- Review ticket quality, resolution accuracy and completeness of documentation
- Track aging tickets, apply correct prioritization, and ensure timely closure
- Produce daily, weekly and monthly operational and SLA reports; build JIRA dashboards
- Configure and maintain JIRA Service Desk: projects, workflows, issue types, queues, SLAs, permissions and notifications
- Manage users, roles, groups and access within JIRA; create automation rules, custom fields, forms and screens
Qualifications & Experience
- Bachelor’s degree or Diploma in IT, Computer Science or related field
- 3–5 years’ experience in Help Desk / Service Desk support; JIRA Service Desk administration strongly preferred
- ITIL Foundation certification is an advantage
- Experience in 24/7 operational support environments is a plus
- Fluency in Arabic and English (spoken and written) is mandatory
Technical Requirements
- Proven hands‑on experience administering JIRA Service Desk / JIRA Administration
- Strong knowledge of JIRA project setup, workflows, SLAs, queues, dashboards and reporting
- Experience with automation rules, ticket routing, issue types, screens, fields and notification schemes
- Solid background in incident management and ITSM processes; ticket lifecycle and escalation handling
- Basic troubleshooting of Windows OS, common network issues and office productivity apps
- Experience with remote support & monitoring tools
- Good reporting, data analysis and SLA/KPI monitoring skills
Soft Skills
- Excellent verbal and written communication in Arabic and English
- Customer service orientation and professional phone etiquette
- Able to work calmly under pressure and manage multiple incidents concurrently
- Strong analytical, coordination and follow‑up skills
- Detail‑oriented with a focus on service quality and documentation
- Independent worker who also collaborates well in a team
- Effective time management and prioritization
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