Our client, a well-known company is currently looking for a
<b>L2 - IT Service Desk Officer </b>who will be responsible for performing data governance activities.
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<br />He/She will be responsible for proper prioritization, logging and initial troubleshooting of all incoming requests for support from internal and external users via phone and email in a pleasant and professional manner. This position will perform initial troubleshooting of all developed applications and systems, desktop and mobile related operating systems, other 3rd party software, and peripheral devices.
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<b>Job Responsibilities:</b>
<br />Assist users in the resolution of problems related to systems operations.
<br />Performs advanced diagnostic testing, analysis and optimization of all desktop devices and components.
<br />Utilizes advanced knowledge of desktop computer devices, operation systems, configurations, service desk support systems and tools, and other related support procedures.
<br />Helps maintain an inventory of all desktop, mobile devices and network components.
<br />Follows established Service Desk support policies and procedures.
<br />Works with outside vendors to resolve problems and coordinate implementing solutions Developments and helps prepare, document, test, and maintain system disaster recovery procedures.
<br />Obtains user and management approval prior to implementing changes into the live environment.
<br />Follows established changed control procedures.
<br />Provides timely problem resolution progress updates to end-users and management until full resolution has occurred, escalates issues on a timely basis, follows IT incident & problem escalation procedure.
<br />Continuously monitors work order system for reported issues and closes work-orders on a timely basis.
<br />Documents support calls so problem determination and solutions can be identified upon re-occurrence, identifies recurring incidents as problems and notifies management accordingly.
<br />Support email, or phone calls has been reviewed before leaving for the day. All incidents and requests must be acknowledged with user and appropriate priority and resolution expectations established.
<br />Provide 2nd level deskside/phone/email based technical support to internal customers.
<br />Provide 24/7 Global availability support to VIPs/Executives and their respective PAs for their application and hardware support.
<br />Support Win 7/Win 10, Office 2010/2016, VDI (win 2016) Lync 2010, Skype for business, Pulse secure VPN, Citrix.
<br />Provide support for market data toolsets (Eikon, Bloomberg, Factset), triaging trading tools (Swift, Flextrade, ERAM, Simcorp)
<br />Support employees within a desktop and trading platforms environment. Users include, Traders, Front Office staff, Middle Office, Back Office, Operations.
<br />Mobility support for company iPhone/iPad (Mobile iron, Good for Enterprise)
<br />Provide high level of customer service in an often-pressurized environment
<br />Adhere to VIP SLAs and compliance/audit regulations (ITIL environment
<br />Incident tracking utilising BMC Remedy/SmartIT/MyIT
<br />Involved in multiple self-driven initiatives and improvement projects to drive up customer satisfaction and reduce repetitive incidents at the root cause
<br />Support covering desk side (face to face), remote, home-VPN support as well as out of hours support / on call remote support.
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<br />Requirements
<b>Qualifications:</b>
<br />Bachelor's degree in Computer Science, Information Systems or related field or equivalent work experience,
<br />Require
<br />Four plus years of experience supporting and trouble-shooting computer hardware and software systems within
Job Details
| Posted Date: | 2019-03-10 |
| Job Location: | Abu Dhabi, United Arab Emirates |
| Job Role: | Information Technology |
| Company Industry: | Financial Services |
Preferred Candidate
| Career Level: | Mid Career |
from Jobs in UAE | Bayt.com https://ift.tt/2TyV6il
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