Senior IT Support Engineer (Outsource)
ADIB - Abu Dhabi Islamic Bank
Employer Active
Posted on 13 Oct
Send me Jobs like this
Experience
3 - 5 Years
Job Location
Education
Bachelor of Technology/Engineering
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Accountabilities of the role
End User Support - IT Equipment Request Management (80%):
Act as a single point of contact for phone calls and emails from staff regarding IT Equipment requests and queries.
Verify IT Equipment requests and transfer valid ones to IT Workshops.
Handle Workshop replenishment requests.
Communicate and coordinate with VMCP department for the procurement of end user IT Equipment.
Request IT Equipment for Workshops Replenishment and different projects using SAP Ariba system.
Communicate and coordinate with Facility Management department for the end user IT Equipment Assets Registration and tracking throughout their Lifecyle.
Communicate and coordinate with ITD Workshops for end user IT Equipment Assets Registration and tracking throughout their Lifecyle.
Communicate and coordinate with different teams, units, and departments for IT Service Manager Integration with different systems related to end user IT Equipment Assets.
Communicate and coordinate with different teams, units, and departments for any end user IT Equipment Assets requirements.
Document and report all Cost Avoidances and Savings from IT Equipment Requests & IT Workshops when needed.
Handle the Disposal of standard IT Equipment with the coordination with the ITD Workshops, VMCP, FM and any other units or departments as per the defined process.
Prepare IT Equipment Request Summary Report.
Answer and respond to all calls from internal staff via telephone and email within agreed time scales.
Provide immediate Customer assistance for emergency and urgent incidents/requests as per defined SLA.
Escalate Incidents to team leaders, application/system owner & IT Management.
Attend and respond to queue tickets on IT Service Manager, inaddition to assignment/re-assignment of IT tickets to other IT teams in a timely manner and as per defined SLA.
Take ownership of user service requests/issues and follow up their status on behalf of the user and communicate progress in a timely manner.
Use End User IT Equipment Life Cycle to manage related tasks.
Use incident management process to manage and resolve incidents.
Report and document all repeated incidents to find the route cause and prevent their recurrence.
Maintain a high degree of Customer Service for all support queries and adhere to all Service Level Management principles.
Review of team closed IT tickets and follow-up on aged/pending ones when needed.
Introduce proactive preventive actions to enhance service availability & Customer Satisfaction.
Provide coaching, mentoring, training, knowledge transfer and skill enhancement to staff.
Understand all IT related documentations and provide feedback on ways to improve L1 Support team Processes.
Produce/maintain work related reports/sheets.
Act as a backup for team members on different tasks as needed.
Perform other tasks as assigned.
Documentation / Process Ownership (10%):
The incumbent is responsible to take ownership, maintain & update documented processes or documentation related to his job function. In the event where processes or documentation are shared, the incumbent shall be responsible to inform the owner of any document about required changes or improvements.
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Engineering
Keywords
- Senior IT Support Engineer (Outsource)
Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com