Lead, Business Support and Services

Position Summary:

Manages IT material and IT stores for the ISPC that includes Assets,
Consumables and timely delivery of material services in effective manner for
IT. Coordination with accounts department for payment related activities.
Providing IT Support to top management in terms of installing, diagnosing and
maintaining all hardware and software's while ensuring the optimal workstation
performance. The person will also troubleshoot problem areas in timely and
accurately fashion and provide end user training and assistance where
required.

Major Responsibilities:

• Engage in material handling and stores specially IT Assets, Issuing and maintaining it in SAP Systems.


• Engage in Purchase requisition related activities that includes material, Subscriptions & services PR's.


• IT support duties concerning user issue resolution and in evaluating user IT material requests


• Engage in technical evaluation and analysis of issues and provision of timely resolutions provided by IT support executives and/or IT users


• Managing the IT Assets Disposal process for sale and discarded assets as per management instructions.


• Follow up/coordinate/control the IT stocks on specified location in coordination with other support service team members


• Ensure the IT help desk assets are maintain and accounted for the designated area in which you operate as a support unit


• Managing & leading the Asset tagging activities by making sure all IT assets are properly tagged, Identifiable and perceptible as per organization requirement.


• Creation and Resolution of IT Tickets for all the Incidents & Service Requests of all users at assigned location by using Microsoft Service Manager


• Maintain an effective configurable items and user directory listing.


• Engage in using the system technologies to maintain, update and report on periodic basis on patch updates concerning OS, office applications and other software deployments


• Analyze assigned group issue resolution status, do follow ups, ensure time to response is maintained and engage in escalating the issue if necessary to second level support teams


• Report to Assistant Manager Support Services, Senior engineering team and IT management on pending issues related to provision of IT service

Other Responsibilities:

• As and when required address to the needs of IT Support related issues by coordinating with other teams and team members within IT department.


• Organizing IT Budget related activities with purchase & accounts for timely delivery of IT services.


• Nexthink Monitoring & Alerts for end user IT usage.

Supervision:

• ‎3 Support Services Analyst


• ‎1 Support Services Officer


• ‎1 Assistant Support Technician

Work Contacts:

Assistant Manager Support Services, Support Services Team, Tier ‎2 team
(System/Network), Vendor, Purchase, and Account.

Competencies:

• Excellent troubleshooting and analytical skills


• Strong knowledge of Microsoft Azure cloud technologies.


• Hands on experience on Microsoft office ‎365 suite .


• Problem Diagnostic, Solution Oriented Approach, Handling IT Material, Vendor coordination's, IT Asset Management.


• Very good interpersonal skills and attitude to do variation in jobs


• Good Communication Skills (English and Arabic)

Qualifications:

• Bachelor's Degree Or Preferably Masters in Computer Science.


• Certification of Office ‎365 Administration and Troubleshooting is must.


• Certification or training of Microsoft Azure Fundamentals


• Knowledge of handling IT material's acquisition, distribution and stores.


• At least ‎8 years of work experience in IT in providing technical support experience