Website Hays
Job Details
Job Position – IT Support Specialist (L1)
Company Name – Hays
Contract
Location : Dubai, UAE
6,000 AED
6 Months Contract – Extendable
Hiring to provide first-line technical support across desktop, network, and end-user services.
This role is focused on end-user support, incident management, and ensuring a seamless IT experience for business users.
Key Responsibilities
Provide Level 1 support for:
Desktop / laptop troubleshooting
Basic network issues (LAN, Wi-Fi)
Collaboration tools (Microsoft Teams, Office 365)
Printers and peripherals
Receive, log, and manage incidents & service requests in line with ITIL processes
Handle escalated issues and coordinate with internal teams or vendors for resolution
Ensure tickets are resolved within agreed SLAs and maintain proper documentation
Monitor and improve:
Ticket quality
Ageing backlog
Support performance metrics
Support IT operations reviews focusing on:
Customer satisfaction
SLA performance
Operational KPIs
Assist in:
IT rollouts and system implementations
Office setups, relocations, and infrastructure deployment
Maintain accurate IT asset inventory:
Track allocation / deallocation
Support asset lifecycle management
Generate asset reports
Key Skills Required
Experience in IT support / service desk environment
Hands-on experience with:
Windows OS & desktop support
Office 365 / Microsoft Teams
Basic networking (L1 level)
Printers and peripherals
Familiarity with IT ticketing systems (e.g., ServiceNow, Freshservice)
Understanding of ITIL processes is a plus
Strong troubleshooting and communication skills
Customer-focused mindset
Experience Required
1–3 years of IT support experience
Bachelor’s degree in IT or related field preferred
Certifications (optional but a plus):
ITIL Foundation
CompTIA A+ / Network+
Email : Omar.Ghazaly@hays.com
To apply for this job email your details to Omar.Ghazaly@hays.com