An exciting opportunity is available for Coordinator, IT Support and Operations, will reports directly to Section Head, IT Support and Operations within the division of Digital Infrastructure & Operations. Work location will be in TUV Company – Abu Dhabi (UAE).
Job Purpose:
The EBS Operations & Support is a key member of the Operations Team. Manage the day-to-day running of business operations to enhance the customer experience and ensure smooth and efficient service delivery.
– Role responsibilities:
. Answers calls within the SLA
. Offers standardized solutions for client issues.
. Escalates issues within the given time guidelines.
. Answers and registers client questions in the Service Desk System
. Analyzes and interprets client questions to determine the problem and solve it.
. Follows procedures and policies when performing technical support
. Provides good customer service to meet users expectations.
. Cooperates internally to answer client questions and solve issues.
. Offers fitting and creative solutions for client issues which meet all
. previously fixed quality standards.
. Answers client questions and gives information, advice, or instructions to clients.
. Responsible for client satisfaction about all performed activities.
. Provides support for printers and multi -Functional devices for the site
. Coordinates with vendors to ensure the normal operations of the related
. service contracts
. Solves escalated issues from other team members.
. Cooperates internally to solve issues.
. Provides standard troubleshooting and maintenance of servers, user devices,
. systems and applications and communications links.
. Provides standard technical support to client users in response to specific
. requests.
. Troubleshoots standard hardware and/or software problems.
. Provides feedback on commonly encountered problems, misunderstandings
. to enhance user documentation and/or training programs etc
. Escalates more complex issues appropriately.
. Works within the framework of established procedures and in close
. cooperation with internal and external support personnel.
. Tracks and monitors issues and reports downtime accordingly.
. Provides non-standard troubleshooting and maintenance of servers, user
devices, systems and applications.
. Provides non-standard support to personal computer and BC network
users in response to specific requests.
. Provides basic training on hardware and/or software use.
. Applies understanding and knowledge of information systems to assist users with technical problems.
. Provides direction, support and training to users.
. Helps users solve problems using available hardware and software tools.
. Assists in selection and evaluation of hardware and software.
. Monitors infrastructures to identify and resolve operational problems as they occur.
. Assists senior personnel or vendors in the design and/or implementation of complex new systems.
. Ensure standards and processes are in line with the defined SLAs & KPIs with a target being to exceed expectations.
. Smooth functioning of the platform / application and ensure its effectiveness and efficiency and for performing all operational processes and procedures.
. Designs and maintains all operational processes according operation policies.
. Manages all daily operational activity to maximize effectiveness and efficiency.
. Ensures that all operational activities for areas of responsibility comply with all industry and government regulations.
. Works with the business departments and other personnel to help keep businesses running smoothly.
. Ensures that our main platform /application meet operational targets.
. Monitors platform /application services, service levels, application performance and issues, system tuning and alerting emergency resources when a problem occurs.
. Reports on the performance of platform / application.
. Make decisions towards managing the response to an incident appropriately this includes decisions on prioritization, escalation, and technical response.
. Provides guidance and training to junior team members and takes the lead in representing the team and interactions with other teams as necessary.
. Performs appropriate tests and provide training to upgrade pro duct quality.
. User provisioning – Creation and authorization of user profiles on platform/application.
. Changes to user profiles and the procedure for deleting old user profiles
. Administers and monitors daily, weekly, and monthly platform / application and determines availability of platform / application.
. Prepares reports and ensure optimal performance and maintain records of service level agreements for customers.
. Assists technical staff to check and ensures resolution of all issues to achieve all objectives.
. Administers and provides upgrade to systems and escalate issues.
. Evaluates all balancing functions as required by IT departments and other functional areas.
-Qualification and Requirements:
. Bachelor’s degree or Diploma in IT related field.
. 4 years experience within the filed.
Skills:
. Telecommunications
. Hardware Infrastructure.
. Software Infrastructure.
. Software Distribution.
. IT Product and Vendor Evaluation.
. IT Environment.
. IT Standards, Procedures & Policies.
. Computer Facilities Management.
. IT Asset Management.
. Active Directory.
. Office 365.
. Planning and organizing.
. Time management. IT Governance.
. Information Security Administration.
. End user awareness.
. IT Auditing and self-assessments.
An exciting opportunity is available for Coordinator, IT Support and Operations, will reports directly to Section Head, IT Support and Operations within the division of Digital Infrastructure & Operations. Work location will be in TUV Company – Abu Dhabi (UAE).
Job Purpose:
The EBS Operations & Support is a key member of the Operations Team. Manage the day-to-day running of business operations to enhance the customer experience and ensure smooth and efficient service delivery.
– Role responsibilities:
. Answers calls within the SLA
. Offers standardized solutions for client issues.
. Escalates issues within the given time guidelines.
. Answers and registers client questions in the Service Desk System
. Analyzes and interprets client questions to determine the problem and solve it.
. Follows procedures and policies when performing technical support
. Provides good customer service to meet users expectations.
. Cooperates internally to answer client questions and solve issues.
. Offers fitting and creative solutions for client issues which meet all
. previously fixed quality standards.
. Answers client questions and gives information, advice, or instructions to clients.
. Responsible for client satisfaction about all performed activities.
. Provides support for printers and multi -Functional devices for the site
. Coordinates with vendors to ensure the normal operations of the related
. service contracts
. Solves escalated issues from other team members.
. Cooperates internally to solve issues.
. Provides standard troubleshooting and maintenance of servers, user devices,
. systems and applications and communications links.
. Provides standard technical support to client users in response to specific
. requests.
. Troubleshoots standard hardware and/or software problems.
. Provides feedback on commonly encountered problems, misunderstandings
. to enhance user documentation and/or training programs etc
. Escalates more complex issues appropriately.
. Works within the framework of established procedures and in close
. cooperation with internal and external support personnel.
. Tracks and monitors issues and reports downtime accordingly.
. Provides non-standard troubleshooting and maintenance of servers, user
devices, systems and applications.
. Provides non-standard support to personal computer and BC network
users in response to specific requests.
. Provides basic training on hardware and/or software use.
. Applies understanding and knowledge of information systems to assist users with technical problems.
. Provides direction, support and training to users.
. Helps users solve problems using available hardware and software tools.
. Assists in selection and evaluation of hardware and software.
. Monitors infrastructures to identify and resolve operational problems as they occur.
. Assists senior personnel or vendors in the design and/or implementation of complex new systems.
. Ensure standards and processes are in line with the defined SLAs & KPIs with a target being to exceed expectations.
. Smooth functioning of the platform / application and ensure its effectiveness and efficiency and for performing all operational processes and procedures.
. Designs and maintains all operational processes according operation policies.
. Manages all daily operational activity to maximize effectiveness and efficiency.
. Ensures that all operational activities for areas of responsibility comply with all industry and government regulations.
. Works with the business departments and other personnel to help keep businesses running smoothly.
. Ensures that our main platform /application meet operational targets.
. Monitors platform /application services, service levels, application performance and issues, system tuning and alerting emergency resources when a problem occurs.
. Reports on the performance of platform / application.
. Make decisions towards managing the response to an incident appropriately this includes decisions on prioritization, escalation, and technical response.
. Provides guidance and training to junior team members and takes the lead in representing the team and interactions with other teams as necessary.
. Performs appropriate tests and provide training to upgrade pro duct quality.
. User provisioning – Creation and authorization of user profiles on platform/application.
. Changes to user profiles and the procedure for deleting old user profiles
. Administers and monitors daily, weekly, and monthly platform / application and determines availability of platform / application.
. Prepares reports and ensure optimal performance and maintain records of service level agreements for customers.
. Assists technical staff to check and ensures resolution of all issues to achieve all objectives.
. Administers and provides upgrade to systems and escalate issues.
. Evaluates all balancing functions as required by IT departments and other functional areas.
-Qualification and Requirements:
. Bachelor’s degree or Diploma in IT related field.
. 4 years experience within the filed.
Skills:
. Telecommunications
. Hardware Infrastructure.
. Software Infrastructure.
. Software Distribution.
. IT Product and Vendor Evaluation.
. IT Environment.
. IT Standards, Procedures & Policies.
. Computer Facilities Management.
. IT Asset Management.
. Active Directory.
. Office 365.
. Planning and organizing.
. Time management. IT Governance.
. Information Security Administration.
. End user awareness.
. IT Auditing and self-assessments.
Job Description Job Requisition ID: 159234 Established in the 1930s as a trading business, Al-Futtaim Group today is one of...
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