IT Analyst

Drives the technical support team to carry out customer support properly and promptly, monitors servers and systems, takes ownership of reported issues, responds to enquiries, provides information and feedback ensuring problems are being recorded and tracked throughout the entire process.

• Maintains positive customer/working relationships with stakeholders, business users, suppliers, vendors and other technical teams to ensure improvements in the products and services provided to ISA clients and to resolve any issues related to maintenance.
• Provides technical/nontechnical support to clients, conducts analysis, diagnosis and troubleshoots systems, network, hardware/software faults and bugs to resolve problems considering system capacity, limitations, etc.; applies metrics to monitor performance and measure key project criteria.
• Assists with the development and implementation of processes and service level agreements of incidents management and service request management.
• Assists technical experts in planning, evaluating, testing, and implementing new technology such as systems and platforms. Participates in different projects as required.
• Contributes to the creation of support knowledge base by developing and communicating IT support manuals, technical notes and articles to clients in line with SLAs.
• 34 years in IT Infrastructure support, service desk, 24x7 critical operations preferably in aviation.
• This job requires occasional duty travel for training and implementation purposes.
• Proven record in implementing and monitoring infrastructure projects.
• Ensures proper recording and closure of all claims; generates timely reports of different nature to capture support services activities.
• Assists in establishing and maintaining a complete and accurate record of all IT assets within ISA. Establishes and maintains security, integrity, and business continuity controls and documents.
• Responds positively to operational needs by being oncall available for critical systems 24x7 support.
• Performs any other additional duties as directed by the line manager.

• Sharjah: Reliably commute or planning to relocate before starting work (required)