Desktop Support Analyst

2 weeks ago

Internet City, United Arab Emirates Fragomen Full time

This position is responsible for providing support to employees in the local office. This includes, but is not limited to:
**KEY JOB TASKS**:

- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
- Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
- Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
- Queue monitoring to identify possible issue trends based on submitted tickets
- Effectively diagnose and research escalated tickets to determine appropriate action
- Contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers.
- Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
- Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
- Experience providing Imaging of Laptops and Desktop PC’s
- Experience performing installations, moves, software and hardware adds and changes to end users IT equipment.
- Act as “Smart Hands” for engineering teams as needed
- Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies
- Assist with mobile phones and 3G cards set-up, review, maintenance and troubleshooting
- Deliver coaching to peers when necessary
- Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments
- Supports video, audio and web conferencing through PC and VC units.

**JOB COMPETENCIES**:
**Client Service**:

- Plans workload and is able to meet deadlines and priorities for own work, taking into account delivery expectations and agreed client service standards
- Demonstrates an understanding of the impact of individual contribution upon team and client needs
- Where required, acts as a secondary point of contact to communicate with clients in a timely and professional manner to obtain information
- Supports strong client relationships by displaying professionalism and efficiency in appropriate communications as directed by a senior member of the team

**Productivity, Accountability and Efficiency**:

- Able to act under instruction with limited supervision
- Implement effective processes to manage workflow and meet deadlines
- Ensures work completed is accurate and follows standard layouts
- Assists in the review/improvement of methods/procedures relating to job responsibilities
- Keeps team and clients aware of the progress of matters to manage expectations, and informs of conflicting priorities/requesting assistance as problems arise / informing senior staff of current capacity

**Communication**:

- Generates clear, well-organized written work-product internally and externally
- Able to effectively express oneself verbally in an articulate and polished manner
- Strong listening skills
- Uses communication skills to influence and achieve objectives
- When work is allocated, clarifies with managers issues that are unclear and asks for the necessary information to complete tasks with respect to oneself and on behalf of team members where required
- Keeps managers aware of the progress of matters to manage expectations, and informs of conflicting priorities/requesting assistance as problems arise / informing managers of current capacity
- Takes on additional projects as required

**Teamwork and Personal Leadership**:

- Identifies training and development areas and communicates these needs along with suggested development outcomes to the Manager
- Accepts responsibility for their work output

**Professional Conduct**:

- Appropriate regard to firm policies, protocols and SRA Code of Conduct
- Is able to follow the instructions of senior members of staff
- Has a track record of being punctual and if absent or late, communicates absence to Manager in advance in-line with the sickness policy
- Presents for work in a professional manner/ appearance is appropriate as per the Firm’s dress code policy
- Raises concerns/ needs with appropriate contact
- Accepts responsibility for work undertaken
- Contributes to their team to enable completion and management of work
- Develops strong working relationships with team members and gains their confidence through displaying professionalism and efficiency in all communications
- Demonstrates professionalism and confidence in verbal communications with their team
- Demonstrates accuracy and proficiency in written communications with their team
- Learns from both positive and negative experiences and adapts behavior accordingly
- Assists in the development and

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