Job
Senior IT Support Specialist
Abu Dhabi, UAE
: B.Sc. in Computer Science/Engineering or equivalent
: Any Nationality
: 6 - 10 years
: ACADEMIC EDUCATION
: Information Technology
: 07 - Jul - 2021
Job Description
  • Analyzes and resolves incidents and requests regarding use of application software or hardware.
  • Report on the incident resolution and monitor Service Level requirements and achievements.
  • Provide first level remote support and convey resolutions to customer issues within the agreed service level agreement (SLA)
  • Liaise with Service Desk team, change advisory board and other IT staff on problems, changes or deployments that may affect workloads at the Service Desk.
  • Conduct awareness and training sessions as needed.
  • Participate in the continuous reporting and analysis of Service Management Key Performance Indicators (KPI’s).
  • Contribute to develop process flowcharts and detailed procedures to cover IT support activities along with defining roles and responsibilities.
  • Contribute in gathering, consolidating and verifying data required for measuring process performance.
  • Perform IT tickets analysis to identify areas of improvements and root cause analysis for any performance issue in service delivery. This includes investigating client IT hardware issues.
  • Providing IT hardware consultation to justify recommendations and to support purchasing efforts.
  • Participate in scheduled IT maintenance and respond to critical outages, determining the appropriate response, restoring services, and escalating to management as needed.
Desired Candidate Profile
  • B.Sc. in Computer Science/Engineering or equivalent. ITIL Certification is a plus.
  • 8 years of relevant technical experience.
  • Experience providing IT support in higher education environment.
  • Must have excellent verbal and written English communication skills.
  • Customer Service orientation with strong interpersonal skills.
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