Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAEs most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees!We are currently recruiting for an Engineer - ICT Service Delivery to join our Information, Communication & Technology in, Dafza (Dubai Airportport Freezone Area).Scope: The IT Service Desk Engineer plays a crucial role in providing technical support and assistance to internal users regarding computer systems, software, hardware, and network-related issues. The primary responsibility is to ensure the smooth operation of IT infrastructure and timely resolution of user problems to minimize downtime and maintain productivity.Financial

• Assist in IT asset management activities, including inventory tracking, procurement, and disposal of hardware and software assets
• Collaborate with other IT teams to implement IT projects, initiatives, and service improvements effectively

Customer

• Provide first-line technical support and troubleshooting assistance to end-users via phone, email, chat, or in-person
• Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, software applications, and network connectivity
• Provide user training and guidance on IT tools and systems to enhance their proficiency and productivity

Process

• Log all service desk interactions accurately and promptly into the ticketing system, ensuring all relevant details are captured
• Log all service desk interactions accurately and promptly in the ticketing system, ensuring all relevant details are captured
• Escalate complex or unresolved issues to appropriate IT teams or vendors, following established escalation procedures
• Install, configure, and maintain hardware and software components, including operating systems, productivity suites, and specialized business applications
• Perform routine maintenance tasks, such as system backups, antivirus updates, and security patches, to safeguard data and prevent cyber threats
• Adhere to IT policies, procedures, and standards to ensure compliance with regulatory requirements and security protocols

Innovation

• Stay updated on emerging technologies, industry trends, and best practices in IT service management to enhance skills and knowledge

SkillsSelection Criteria

• Proven experience in a similar role, providing technical support in a corporate environment
• Strong knowledge of Microsoft Windows operating systems, Office 365, Active Directory, and networking principles
• Familiarity with ITIL (Information Technology Infrastructure Library) framework and service desk best practices
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical users
• Customer-focused mindset with a proactive approach to problem-solving and a commitment to delivering high-quality service
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve technical issues efficiently
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation certification are a plus

Transguard Group