Helpdesk Executive

Overview

Presight is looking for an experienced, skilled and customer-focused Helpdesk Executive to join our IT support team. The Helpdesk Executive will be responsible for providing technical assistance and support to end-users regarding hardware, software, and network-related issues. The ideal candidate should possess excellent problem-solving skills, strong communication abilities, and a passion for delivering exceptional customer service.

About Presight

Presight, an ADX-listed public company limited by shares whose majority shareholder is Abu Dhabi company G42, is the region’s leading big data analytics company powered by Artificial Intelligence (“AI”). It combines big data, analytics, and AI expertise to serve every sector, of every scale, to create business and positive societal impact. With its world-class computer vision, AI and omni-analytics platform as its engine, Presight leverages all-source data to support insight-driven decision making that shapes policy and creates safer, healthier, happier, and more sustainable societies.

Responsibilities

• Provide Technical Support:
• Respond to user inquiries via phone, email, or chat in a timely and professional manner.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
• Assist with the installation, configuration, and maintenance of computer systems and applications.
• Incident Management:
• Record, track, and document support requests and incidents using a ticketing system.
• Prioritize and escalate issues based on severity and impact.
• Ensure timely resolution of issues and maintain high levels of customer satisfaction.
• Troubleshooting and Problem Solving:
• Identify and analyze technical problems and provide effective solutions.
• Collaborate with other IT teams and departments to resolve complex issues.
• Perform root cause analysis to prevent recurring problems.
• System and Network Maintenance:
• Monitor system performance and conduct regular maintenance tasks.
• Assist in the deployment of software updates, patches, and security enhancements.
• Support network infrastructure, including routers, switches, and firewalls.
• User Training and Documentation:
• Provide training and guidance to users on software applications and best practices.
• Develop and maintain technical documentation, FAQs, and user guides.
• Conduct workshops and training sessions to enhance user proficiency.
• Continuous Improvement:
• Stay up-to-date with industry trends, technologies, and best practices.
• Participate in continuous improvement initiatives to enhance helpdesk processes and service delivery.
  

Qualifications

• Bachelor’s degree in IT or related field (or equivalent work experience).
• Proven experience as a Helpdesk Executive or similar role.
• Familiarity with Windows, macOS, and Linux operating systems.
• Experience with remote desktop tools and helpdesk software.
• Microsoft Certified Professional (MCP) or equivalent.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Customer-oriented mindset with a focus on delivering high-quality service.
• Ability to work independently and collaboratively within a team.
• Strong administrative and organizational skills.
• Familiarity with ticketing systems and IT asset management.
• Proficient in English, Arabic is an advantage
  
  

What We Look For

If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Presight community.

What Working At Presight Offers

Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.

Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.

Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.