Job Description

End User Compute Support

Work Location : Dubai

Responsibilities:

• ITo provide professional support services and as per international standards. 
• Respond to, analyze and resolve client, PC and network issues. 
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications 
• Logging all relevant incident/service request details, allocating categorization and prioritization codes 
• Process the user access request for all DIB applications with required access according to Access Matrix Profile or after getting appropriate approvals. 
• All the Service/incident requests to be processed within defined SLA period and escalate as and when required. 
• Keeping users informed of progress, notifying them of impending changes or agreed outages and confirm the resolution. 
• Resolves and closes incidents/service requests as per procedures and allocated SLAs  
• Proactively initiate the necessary actions eg. removing the errors and maximizing the stability of the IT services 
• Escalates unresolved incidents/service requests within agreed OLAs 
• Document every action taken to process the ticket and ensures tickets are up to date at all times until issues are resolved  
• Access and evaluate business needs and requirements and taken relevant actions and follow-up until Business request is addressed. 
• Support and restore of normal service operation as quickly as possible and minimizing the impact on business operations and proactively reducing the number of repeated tickets (Incidents / Service Requests) 
• Communicate and promote IT Services 
• To ensure all activities are carried out as per the bank’s SOP manuals.  
• To provide all the services as per the greed SLA in order to ensure minimum TAT and maximum customer satisfaction 
• Contribute in Continual Service Improvement opportunities in all the services and processes. 
• All the above accountabilities includes but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

Skill Set Required :

• ITIL Certification
• Very good knowledge of various end users OS such as “Mac OS, Windows 7, 8 and 10 platforms' administration.
• Experience with troubleshooting, diagnosing and fixing OS and AD related issues
• Experience with troubleshooting, diagnosing and fixing/upgrading hardware components of desktop/laptops.
• Knowledge of Active Directory Services
• Understanding of TCP/IP, DNS, DHCP services.
• Strong analytical skills
• Experience with analyzing system logs, events and monitoring alerts
• Experience with diagnosing, resolving and delivering root cause analysis for automatic alerts, issues and incidents
• Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g. Network, App Support, Security, Service Desk, Onsite Support)
• Knowledge of ITIL Processes (Incident, Problem and Change Management)
• Capability to understand and write technical documentation