Officer, IT End User Support

Role Purpose

End-User Support:

• Ensure IT systems are fully functional before business hours which include, but not limited to, the Queue System, Printers, etc.
• Provide on-site, telephonic and remote technical support to end-users on issues related to IT equipment and desktop software as per policies and procedure at various locations, such as head office, branches, service points and key client premises
• End-user support can include:
• Install and configure all end-user IT systems and assets
• Troubleshoot and resolve end users' incidents reported on hardware/software
• Monitor and maintain end user IT Systems and assets
• Support the roll-out of new applications
• Follow diagrams and written instructions to repair a fault or set up a system
• Meet the deadlines set for tasks completion, ensure assigned IT incidents are closed in efficient and accurate manner and escalate the predicted delay to team leader ahead of time
• Ensure assigned requests/incidents/problems in Service Manager System are regularly updated
• Prioritise and manage multiple cases at one time
• Ensure escalation of high priority incidents to team leader
• Prepare regular activity reports as defined by the management
• Assist System Administrators in the installation, configuration and administration of servers, systems and assets
• Assist IT Service Desk team in answering and logging of incidents and requests during new Projects rollout

IT Assets Management

• Receives, stores, tags and tracks assets received in Head Office, branches, services points and key clients which includes, but not limited to, end-users PCs, printers, servers, network switches, cables, UPS, etc.
• Ships cancelled and damaged items back to vendors as appropriate
• Check and enquire as necessary on replacements and new requests
• Follow up with suppliers in coordination with IT Asset Management for prompt incidents resolution
• Handles and documents storage and transportation of IT assets
• Maintains the IT Rooms, labs and store area in a neat and orderly manner
• Completes visual checks, physical inspections and certifies the quantities according to Purchase Order and Delivery Note
• Perform Physical stock count, reconcile data and identify defective or obsolete stock and maintain respective documentation and reporting
• Provide regular reports to IT asset management team on the current status of IT assets
• Test and evaluate new technology

Key Requirements and Qualifications

• Minimum 0 - 2 years of experience in IT Support and Services
• Note: Quality of work experience will be rated higher than quantity, meaning candidates with less years of experience might be considered if they are demonstrating exceptional skills
• ITIL certification is a plus
• Microsoft / Linux Certification is a plus
• All technologies certifications is a plus
• Bachelor's degree in Computer Science, engineering or any related technical discipline

Skills and Competencies

• Familiarity with IT Service Management tools
• Good understanding of Incident Management, Service Delivery and Asset Management frameworks such as ITIL
• Flexible and able to work under pressure; able to travel and work on shifts
• Proactive and results oriented whilst ensuring high quality of work
• Advanced level of customer service orientation and professionalism in all interactions
• Must be able to perform physical activities such as, but not limited to, lifting (up to 20kg unassisted), bending, standing, climbing or walking on a consistent basis
• Very good knowledge of Microsoft applications; good knowledge of Microsoft Windows OS Platforms and desktop application
• Good organisational and problem-solving skills and the ability to work independently to maintain one or more branches, service points and key client premises
• Good analytical, execution, problem solving and decision-making skills
• Good command of written and spoken English; knowledge of Arabic language is an advantage
• Basic knowledge on asset management system
• Valid UAE driving license is preferred