This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.
About the Role
The American University of Ras Al Khaimah (AURAK) is seeking a detail-oriented, organized, and service-focused professional to join the Office of Information Technology as an IT Coordinator.
Reporting to the IT Manager, the IT Coordinator will serve as a key liaison between the Office of Information Technology and University end-users, supporting the effective delivery of IT services across the University. The role will oversee daily IT operations, facilitate timely responses to technical requests, and support the reliable performance of hardware, software, network infrastructure, and user support services.
A key responsibility of the role will be the effective management of the IT HelpDesk, including monitoring and assigning tickets, following up on pending requests, ensuring timely resolution within agreed service levels, and providing direct technical assistance to University end-users when required.
The IT Coordinator will also be responsible for maintaining accurate IT documentation and asset records, supporting IT procurement and administrative requirements, monitoring software licenses and warranties, and contributing to the continuous improvement of IT processes and service delivery.
Key Responsibilities
Manage the department’s IT HelpDesk ticketing system, ensuring IT requests and incidents are properly recorded, assigned, monitored, and closed within agreed service levels.
Ensure all IT requests and incidents are accurately logged and maintained in the HelpDesk system.
Assign HelpDesk tickets promptly to the appropriate IT technician or team member for resolution.
Track and monitor the status of HelpDesk tickets, follow up on pending tasks, and ensure timely closure of requests.
Provide direct technical assistance to University end-users, including faculty, staff, and students, in resolving technology-related issues when required.
Prepare, update, and publish self-service knowledge base articles, FAQs, and step-by-step technical guides to support users in resolving common IT issues independently.
Maintain an accurate inventory of IT hardware, software, consumables, and departmental IT assets.
Monitor IT supplies and initiate timely replenishment requests to ensure availability of required resources.
Maintain accurate documentation relating to warranty agreements, software licenses, and renewals.
Safeguard and maintain official IT documents, including memoranda, meeting minutes, reports, and other departmental records.
Prepare material and service requests to support departmental purchasing and procurement requirements.
Assist the IT Manager in preparing documentation, presentations, meeting minutes, and other administrative materials.
Support the preparation and maintenance of technical and functional documentation for IT systems and processes.
Provide administrative support to the Office of Information Technology and ensure compliance with University policies and procedures.
Collect and analyze IT performance metrics to evaluate service effectiveness and identify opportunities for improvement.
Liaise with internal stakeholders, vendors, service providers, and external technical support teams as required.
Support the continuous improvement of IT HelpDesk processes, documentation, and user support services.
Maintain confidentiality and exercise appropriate discretion when handling IT-related information, documentation, and University data.
Perform other related duties as assigned.
Key Result Areas and Duties
KRA 1: IT HelpDesk Management and User Support (50%)
KRA 2: IT Administration, Documentation, and Support (50%)
Academic and Professional Qualifications
Essential:
Bachelor’s degree in Computer Science, Information Technology, or an equivalent discipline.
Desirable:
ITIL Foundation certification.
CompTIA A+ certification.
Work Experience
Essential:
Minimum 1–2 years of experience in IT support, HelpDesk management, or related IT operations.
Experience providing technical support and user assistance in a professional environment.
Desirable:
Experience working with IT ticketing systems.
Experience in IT asset management.
Experience supporting hardware, software, and end-user technology requirements.
Experience maintaining IT documentation, software licenses, warranties, and related records.
Skills and Knowledge
Strong knowledge of computer hardware and operating systems, including Windows and macOS.
Good knowledge of office productivity applications.
Familiarity with basic networking concepts.
Familiarity with software licensing and IT documentation.
Ability to maintain accurate IT asset and inventory records.
Ability to monitor and analyze IT performance metrics and recommend improvements.
Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Strong problem-solving skills with a customer service orientation.
Ability to manage multiple IT requests and prioritize tasks effectively.
Strong attention to detail and ability to maintain accurate documentation.
Ability to work effectively with technical and non-technical users.
Ability to work independently while also contributing effectively as part of an IT team.
Ability to work in a fast-paced environment while maintaining a high level of service and professionalism.
Language Proficiency Required
Fluent in English, written and spoken – essential.
Arabic – preferred.
Any other language is an asset.
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https://employment.aurak.ac.ae/JobVacancies/JobDetails?LI3d7R0ZMYPmc7dI5g9ppfVRRCpkMTicf5hLoRXHbRs=
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