Job role: IT Support

Industry: Legal Firm

Location: Dubai

Salary: AED 14,000

• Deliver first and second-line technical support to users across hardware, software, mobile devices, and business applications via desk-side support, phone, email, and remote assistance.
• Log, track, and manage incidents and service requests through the IT Service Management platform, ensuring timely resolution and escalation where required.
• Monitor and manage Service Desk queues and inboxes, ensuring incidents are prioritised and resolved within agreed SLAs.
• Provide exceptional customer service by keeping users informed throughout the resolution process and managing expectations effectively.
• Troubleshoot and resolve IT issues at first point of contact wherever possible, improving first-time fix rates and user satisfaction.
• Administer user accounts and permissions ac...