IT Support Specialist (L1) - 6 Months Contract
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Key skills for this role
About the Role
Hays is seeking an IT Support Specialist (L1) for a 6-month contract in Dubai. You will provide first-line technical support for desktops, networks, Office 365, and printers, manage incidents via ITIL processes, and assist with IT projects.
Key Skills for This Role
Responsibilities
- Provide Level 1 support for end user computing, basic network issues, collaboration tools, and printers
- Receive, log, and track escalated incidents and service requests in line with ITIL processes
- Investigate non routine and high impact incidents and coordinate with service owners for resolution
- Ensure accurate documentation of incidents, resolutions, and known issues
- Monitor ticket queues to ensure timely resolution within SLA
- Handle escalated technical issues following agreed escalation procedures
- Liaise with internal teams and external vendors to resolve complex incidents
- Assist in IT system implementations and Tech service rollouts
- Maintain accurate IT asset inventory (hardware and software)
Requirements
- Bachelor's degree in IT, Computer Science, or related field
- 1 3 years of experience in IT support / service desk role
- Basic understanding of Windows OS and Microsoft Office 365
- Basic understanding of networking fundamentals (LAN/WAN, Wi Fi)
- Familiarity with IT ticketing systems (e.g., ServiceNow, Freshservice)
- Knowledge of ITIL processes is a plus
Full Job Posting
Job Purpose
- The IT Support Specialist (L1) provides first line technical support and ensures a high quality end user experience across desktop, network, collaboration tools, and printing services.
Key Responsibilities
- Provide Level 1 support for end user computing, basic network issues, collaboration tools, and printers
- Receive, log, and track escalated incidents and service requests in line with ITIL processes
- Investigate non routine and high impact incidents and coordinate with service owners for resolution
- Ensure accurate documentation of incidents, resolutions, and known issues
- Monitor ticket queues to ensure timely resolution within SLA
- Handle escalated technical issues following agreed escalation procedures
- Liaise with internal teams and external vendors to resolve complex incidents
- Track and follow up on pending issues to ensure closure
- Ensure a consistently positive customer experience for all IT support services
- Act as a point of contact for user feedback and service improvements
- Analyze IT support metrics and maintain reports to identify trends
- Assist in IT system implementations and Tech service rollouts
Qualifications & Skills
- Bachelor's degree in IT, Computer Science, or related field
- 1–3 years of experience in IT support / service desk role
- Basic understanding of Windows OS and Microsoft Office 365
- Basic understanding of networking fundamentals (LAN/WAN, Wi Fi)
- Knowledge of IT ticketing systems (e.g., ServiceNow, Freshservice)
- Knowledge of ITIL processes is a plus
Core Competencies
- Strong troubleshooting and problem solving skills
- Excellent communication and user facing skills
- Ability to handle multiple priorities in a fast paced environment
- Customer centric mindset
- Team collaboration and coordination
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