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ICT Service Delivery Engineer
1 week ago
Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE's most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees
We are currently recruiting for an Engineer – ICT Service Delivery tojoin our Information, Communication & Technology in our Headquarter located in Dafza (Dubai Airportport Freezone Area).
Scope: The IT Service Desk Engineer plays a crucial role in providing technical support and assistance to internal users regarding computer systems, software, hardware, and network-related issues. The primary responsibility is to ensure the smooth operation of IT infrastructure and timely resolution of user problems to minimize downtime and maintain productivity.
Financial
- Assist in IT asset management activities, including inventory tracking, procurement, and disposal of hardware and software assets
- Collaborate with other IT teams to implement IT projects, initiatives, and service improvements effectively
Customer
- Provide first-line technical support and troubleshooting assistance to end-users via phone, email, chat, or in-person
- Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, software applications, and network connectivity
- Provide user training and guidance on IT tools and systems to enhance their proficiency and productivity
Process
- Log all service desk interactions accurately and promptly into the ticketing system, ensuring all relevant details are captured
- Log all service desk interactions accurately and promptly in the ticketing system, ensuring all relevant details are captured
- Escalate complex or unresolved issues to appropriate IT teams or vendors, following established escalation procedures
- Install, configure, and maintain hardware and software components, including operating systems, productivity suites, and specialized business applications
- Perform routine maintenance tasks, such as system backups, antivirus updates, and security patches, to safeguard data and prevent cyber threats
- Adhere to IT policies, procedures, and standards to ensure compliance with regulatory requirements and security protocols
Innovation
- Stay updated on emerging technologies, industry trends, and best practices in IT service management to enhance skills and knowledge
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