Helpdesk Coordinator

About the role

The Helpdesk Coordinator will manage the daily operations of Sorbonne University Abu Dhabi's IT Help Desk, delivering first‑class support to desktop users across a range of hardware, software and network services. Reporting to the senior IT manager, the role ensures timely resolution of incidents and maintains high standards of customer service.

Key responsibilities

• Provide phone and walk‑in support for desktop hardware, software, LAN, WAN, email, web, internet and intranet issues.
• Guide users on office systems, create written and electronic user guides, and deliver demonstrations.
• Install software, diagnose problems, and enforce software licensing agreements.
• Maintain the IT asset inventory and oversee physical storage of equipment.
• Record and track all requests using help‑desk software to ensure efficient follow‑up.

Required profile

• Associate’s degree in Business or Administration (Bachelor’s preferred).
• Fluent in both French and English.
• Minimum 1 year of technical help‑desk or field‑service experience, preferably in higher education.
• PSUAD alumni or graduate status is an advantage.

Required skills

• Proficiency with help‑desk software and ticketing systems.
• Desktop hardware and software troubleshooting.
• Network troubleshooting (LAN/WAN) and basic telecommunication concepts.
• Software installation and licensing compliance.
• Asset management and inventory control.