Job Description

To provide support, fault resolution and advice service, ensuring maximum availability, performance and utilization of information systems and ensuring a systematic, disciplined and analytical approach to problem solving aligned to agreed procedures and standards.

KEY RESPONSIBILITIES

1. Delivers a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, walk-in and email.

2. Offers advice to end users and customers on all areas of IT, on how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

3. Works closely with the IT Training, Support and Administration Teams on user issues to provide problem workaround and to provide cover when required.

4. Promotes and market IT, including assisting with quality assurance and customer satisfaction surveys.

5. Improves users’ confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.

6. Helps in implementing and improving processes and procedures within the team allowing strong service focused deliverables.

7. Actively troubleshoots to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.

8. Provides support and advice on Applications and other IT related issues including hardware and software, additional functionality on existing processes, ensuring the best use of corporate information technology systems within the workplace, influencing changes to working practices where a need is identified, to help the trust realize the benefits of investment in these systems.

10. Analyzes information / data and respond appropriately to trends offered from that information

11. Supports the team in ensuring that Service Desk incidents are prioritized to agreed standards, monitoring completion timescales and reporting timescales and outcomes to business.

12. Publishing support documentation to assist staff with requests for information

13. Handle critical incidents using major incident procedure

14. Prepare and send IT notifications and manage broadcasting official communications to employees and partners

Qualifications

• Minimum Education :Bachelor’s Degree (or Equivalent)
• Computer Science or Information technology
• Experience Specific Requirements
• Experience required (with Tadbeer centres experience)
• Preferred experience (government transaction such as ,Ameer ,Tasheel, tawjeeh.)
• Systems, Licensing, Language or Certification Requirements
• System: Proficient in Advanced Microsoft Excel,
• Microsoft dynamic 365

Licensing: ITIL Foundation

Languages: English and Arabic

Salary: AED4,000.00 per month

Ability to commute/relocate: Dubai: Reliably commute or planning to relocate before starting work (Required)