IT Team Leader_ End User

Work Location : Dubai

Key Responsibilities and Accountabilities:

• Man / resource management
• Escalation handling
• Available on call to provide support
• Install and configure computer systems, printers, telephones
• No Dues backup & return asset to store
• New Joiners Desktop/Laptop issuing
• ARF / PC Checklist submission
• Troubleshoot system, app and network problems, diagnose and solve, replace parts as required
• Ensure all issues reported by users are logged in system as Tickets
• Prioritize and manage several open tickets at one time
• Provide workaround until issue is resolved
• Direct unresolved issues to the next level of App / Infra Team
• Proper routing of cables / tagging in the assigned floors
• Meeting room management / support
• Monthly update of AV, Patches & Websense on machines which are not updated automatically
• Preventive Maintenance of Desktops / Laptops
• Asset Inventory
• In-store assets arrangement
• Saturday's In-house Support
• Non-working hours Remote support through mobile
• Close 90% of Tickets assigned on the same day
• Test and evaluate new technology as required

Help create technical documentation and manuals

Education & experience:

• B. Tech Degree or equivalent
• Experience in a range of 10-12 Years
• Experience in providing end user IT Support

Competencies:

Technical / Functional Competencies

• Technical knowledge of Windows 7 / 10
• Technical know-how of Desktops / Laptops / Tablets
• Images Creation
• MS Office
• IT Process Improvement

Behavioral Competencies

• Excellent Communication
• Time management
• Result orientation