End User Support

Work location : Dubai

Responsibility:

• To provide professional support services and as per international standards to Support and restore of normal service operation restored as quickly as possible, minimizing the impact on business operations and proactively reducing the number of repeated tickets (Incidents \ Service Requests) 
• Logging all relevant incident\service request details, allocating categorization and prioritization codes to ensure all activities are carried out as per the bank’s SOP, agreed allocated OLA \ SLAs to ensure minimum TAT and maximum customer satisfaction. 
• Process the user’s access request for all applications \ systems according to Access Matrix Profile and maintenance of "User Access profiles”, coordinate with other IT teams\ vendors for specific user’s accounts \role issues. 
• All the above accountabilities includes but not limited to any additional \new tasks or responsibilities assigned by the line Manager

Experience required:

• Minimum 1 - 2 years of experience in providing IT support in a Multinational environment 
• Experience in Information Security is added value 
• Experience in developing and administrating an Information Security desirable

Technical Competencies:

• incident & Problem Management 
• IT Change and Release Management 
• IT Documentation