148-Information and communications technology operations technicians

Job Title: 

Information and communications technology operations technicians

Job Description: 

Monitor and control electronic computer and peripheral electronic data processing equipment.


Information and communications technology operations technicians (Helpdesk Operators) support the day-to-day processing, operation and monitoring of information and communications technology systems, peripherals, hardware, software and related computer equipment to ensure optimal performance, and identify any problems.


Job activities and tasks include:

  • operating and controlling peripheral and related computer equipment
  • entering commands, using computer terminal, and activating controls on computer and peripheral equipment to integrate and operate equipment
  • monitoring systems for equipment failure or errors in performance
  • notifying supervisor or maintenance technician of equipment malfunctions
  • responding to program error messages by finding and correcting problems, escalating the problem to other staff or terminating the program
  • reading job set-up instructions to determine equipment to be used, order of use, material such as disks and paper to be loaded, and control settings
  • retrieving, separating and sorting program output as needed, and sending data to specified users
  • loading peripheral equipment, such as printers, with selected materials for operating runs, or oversee loading of peripheral equipment by peripheral equipment operators

Knowledge of computer maintenance, operating systems, network configuration and maintenance, interface design and internet working technologies

  • Knowledge of the principles, practices, and techniques of computer operations
  • Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems
  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, copying and transcription, designing forms, and other office procedures and terminology
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
  • Skill in following verbal and written instructions of a technical nature to include the performance of arithmetic calculations
  • Problem Solving - Responding to customer and internal organizational complaints and reviewing related information to develop and evaluate options and implement solutions
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Monitoring - Monitoring/Assessing performance of oneself, other individuals, or organizations to make improvements or take corrective action
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents
  • Excellent communication skills
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience
  • Oral Comprehension - The ability to provide quality customers services encompassing listening and understanding information and ideas presented through spoken words and sentences
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making
  • Time Management - Managing one?s own time and the time of others
  • Information Communications Technology - Knowledge and use of relevant ICT and computer applications and programs
  • Team work or individual - job may require him/her to work alone or in conjunction with other support or related personnel
  • Work Context: 

    they know how to use computer equipment properly to avoid Occupational Overuse Syndrome (OOS).


    Certificate in information and communications technology or relevant discipline, higher qualification or equivalent.

    Required Work Experience: 

    3 - 4 years and above

    Probable Employers: 

    Etisalat, C4 Advanced Solutions, Injazat Data System

    Occupational Size: 
    More than 5,000 and less than 30,000
    Expected Earnings: 

    Above the industry average

    Projected Growth: 
    Very good
    Alternate Titles: 

    Examples of job titles:
    Helpdesk operator - Computer operator - High-speed computer printer operator - Computer peripheral equipment operator
    Examples of some related occupations:
    Computer network technician - Computer Operator - Operations and Maintenance Technician - Computer Specialist - Information Technology Specialist - Software Technician - Systems Operator - Computer Console Operator, - Computer Technician

    UAE Industry Groups: 
    Arts, entertainment, multimedia and ITC applications
    Similar O*NET Careers (USA) : 
    Source Of Info: 
    Occupations and Careers Handbook for UAE Nationals(Copyright NQA ). Referenced from New York University, Abu Dhabhi