End User Compute Support

‎12852-End User Compute Support

Experience: ‎5-‎6
Posted: ‎02 Jun,‎2022
Location: United Arab Emirates
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End User Compute Support
Work Location : Dubai

Responsibilities:
* ITo provide professional support services and as per international standards.
* Respond to, analyze and resolve client, PC and network issues.
* Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
* Logging all relevant incident/service request details, allocating categorization and prioritization codes
* Process the user access request for all DIB applications with required access according to Access Matrix Profile or after getting appropriate approvals.
* All the Service/incident requests to be processed within defined SLA period and escalate as and when required.
* Keeping users informed of progress, notifying them of impending changes or agreed outages and confirm the resolution.
* Resolves and closes incidents/service requests as per procedures and allocated SLAs
* Proactively initiate the necessary actions eg. removing the errors and maximizing the stability of the IT services
* Escalates unresolved incidents/service requests within agreed OLAs
* Document every action taken to process the ticket and ensures tickets are up to date at all times until issues are resolved
* Access and evaluate business needs and requirements and taken relevant actions and follow-up until Business request is addressed.
* Support and restore of normal service operation as quickly as possible and minimizing the impact on business operations and proactively reducing the number of repeated tickets (Incidents / Service Requests)
* Communicate and promote IT Services
* To ensure all activities are carried out as per the bank 's SOP manuals.
* To provide all the services as per the greed SLA in order to ensure minimum TAT and maximum customer satisfaction
* Contribute in Continual Service Improvement opportunities in all the services and processes.
* All the above accountabilities includes but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

Skill Set Required :
* ITIL Certification
* Very good knowledge of various end users OS such as "Mac OS, Windows ‎7, ‎8 and ‎10 platforms' administration.
* Experience with troubleshooting, diagnosing and fixing OS and AD related issues
* Experience with troubleshooting, diagnosing and fixing/upgrading hardware components of desktop/laptops.
* Knowledge of Active Directory Services
* Understanding of TCP/IP, DNS, DHCP services.
* Strong analytical skills
* Experience with analyzing system logs, events and monitoring alerts
* Experience with diagnosing, resolving and delivering root cause analysis for automatic alerts, issues and incidents
* Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g. Network, App Support, Security, Service Desk, Onsite Support)
* Knowledge of ITIL Processes (Incident, Problem and Change Management)
* Capability to understand and write technical documentation

Required Skills

Skill
Years
Months
end users OS
‎5
‎0