Desktop Support Analyst Required in Dubai - Dubai
Desktop Support Analyst Required in Dubai
Act as an escalation point and initial contact for customer support requests pertaining to the firms applications and hardware.
Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
Develop a thorough understanding of firms applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications
Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
Queue monitoring to identify possible issue trends based on submitted tickets
Effectively diagnose and research escalated tickets to determine appropriate action
Contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers.
Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
Collaborates with network services, server operations and/or application development in order to restore service and/or identify problems
Experience providing Imaging of Laptops and Desktop PC’s
Experience performing installations, moves, software and hardware adds and changes to end users IT equipment.
Act as “Smart Hands” for engineering teams as needed
Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies
Assist with mobile phones and 3G cards set-up, review, maintenance and troubleshooting
Deliver coaching to peers when necessary
Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments
Supports video, audio and web conferencing through PC and VC units.
Job Competencies
Client Service
Plans workload and is able to meet deadlines and priorities for own work, taking into account delivery expectations and agreed client service standards
Demonstrates an understanding of the impact of individual contribution upon team and client needs
Where required, acts as a secondary point of contact to communicate with clients in a timely and professional manner to obtain information
Supports strong client relationships by displaying professionalism and efficiency in appropriate communications as directed by a senior member of the team
Productivity, Accountability and Efficiency
Able to act under instruction with limited supervision
Implement effective processes to manage workflow and meet deadlines
Ensures work completed is accurate and follows standard layouts
Assists in the review/improvement of methods/procedures relating to job responsibilities
Keeps team and clients aware of the progress of matters to manage expectations, and informs of conflicting priorities/requesting assistance as problems arise / informing senior staff of current capacity
Communication
Generates clear, well-organized written work-product internally and externally
Able to effectively express oneself verbally in an articulate and polished manner
Strong listening skills
Uses communication skills to influence and achieve objectives
When work is allocated, clarifies with managers issues that are unclear and asks for the necessary information to complete tasks with respect to oneself and on behalf of team members where required
Keeps managers aware of the progress of matters to manage expectations, and informs of conflicting priorities/requesting assistance as problems arise / informing managers of current capacity
Takes on additional projects as required
Teamwork and Personal Leadership
Identifies training and development areas and communicates these needs along with suggested development outcomes to the Manager
Accepts responsibility for their work output
Professional Conduct
Appropriate regard to firm policies, protocols and SRA Code of Conduct
Is able to follow the instructions of senior members of staff
Has a track record of being punctual and if absent or late, communicates absence to Manager in advance in-line with the sickness policy
Presents for work in a professional manner/ appearance is appropriate as per the Firm’s dress code policy
Raises concerns/ needs with appropriate contact
Accepts responsibility for work undertaken
Contributes to their team to enable completion and management of work
Develops strong working relationships with team members and gains their confidence through displaying professionalism and efficiency in all communications
Demonstrates professionalism and confidence in verbal communications with their team
Demonstrates accuracy and proficiency in written communications with their team
Learns from both positive and negative experiences and adapts behavior accordingly
Assists in the development and support of colleagues when required
Is an active contributor to a positive team and firm culture
Treat all information about the firm and its client and their business as wholly confidential
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