Coordinator - IT Operations & Support Job

Job Description

An exciting opportunity is available for Coordinator, IT Support and Operations, will reports directly to Section Head, IT Support and Operations within the division of Digital Infrastructure & Operations. Work location will be in TUV Company - Abu Dhabi (UAE).Job Purpose: The EBS Operations & Support is a key member of the Operations Team. Manage the day-to-day running of business operations to enhance the customer experience and ensure smooth and efficient service delivery. - Role responsibilities: . Answers calls within the SLA . Offers standardized solutions for client issues. . Escalates issues within the given time guidelines. . Answers and registers client questions in the Service Desk System . Analyzes and interprets client questions to determine the problem and solve it. . Follows procedures and policies when performing technical support . Provides good customer service to meet users expectations. . Cooperates internally to answer client questions and solve issues. . Offers fitting and creative solutions for client issues which meet all . previously fixed quality standards. . Answers client questions and gives information, advice, or instructions to clients. . Responsible for client satisfaction about all performed activities. . Provides support for printers and multi -Functional devices for the site . Coordinates with vendors to ensure the normal operations of the related . service contracts . Solves escalated issues from other team members. . Cooperates internally to solve issues. . Provides standard troubleshooting and maintenance of servers, user devices, . systems and applications and communications links. . Provides standard technical support to client users in response to specific . requests. . Troubleshoots standard hardware and/or software problems. . Provides feedback on commonly encountered problems, misunderstandings . to enhance user documentation and/or training programs etc . Escalates more complex issues appropriately. . Works within the framework of established procedures and in close . cooperation with internal and external support personnel. . Tracks and monitors issues and reports downtime accordingly. . Provides non-standard troubleshooting and maintenance of servers, user devices, systems and applications. . Provides non-standard support to personal computer and BC network users in response to specific requests. . Provides basic training on hardware and/or software use. . Applies understanding and knowledge of information systems to assist users with technical problems. . Provides direction, support and training to users. . Helps users solve problems using available hardware and software tools. . Assists in selection and evaluation of hardware and software. . Monitors infrastructures to identify and resolve operational problems as they occur. . Assists senior personnel or vendors in the design and/or implementation of complex new systems. . Ensure standards and processes are in line with the defined SLAs & KPIs with a target being to exceed expectations. . Smooth functioning of the platform / application and ensure its effectiveness and efficiency and for performing all operational processes and procedures. . Designs and maintains all operational processes according operation policies. . Manages all daily operational activity to maximize effectiveness and efficiency. . Ensures that all operational activities for areas of responsibility comply with all industry and government regulations. . Works with the business departments and other personnel to help keep businesses running smoothly. . Ensures that our main platform /application meet operational targets. . Monitors platform /application services, service levels, application performance and issues, system tuning and alerting emergency resources when a problem occurs. . Reports on the performance of platform / application. . Make decisions towards managing the response to an incident appropriately this includes decisions on prioritization, escalation, and technical response. . Provides guidance and training to junior team members and takes the lead in representing the team and interactions with other teams as necessary. . Performs appropriate tests and provide training to upgrade pro duct quality. . User provisioning - Creation and authorization of user profiles on platform/application. . Changes to user profiles and the procedure for deleting old user profiles . Administers and monitors daily, weekly, and monthly platform / application and determines availability of platform / application. . Prepares reports and ensure optimal performance and maintain records of service level agreements for customers. . Assists technical staff to check and ensures resolution of all issues to achieve all objectives. . Administers and provides upgrade to systems and escalate issues. . Evaluates all balancing functions as required by IT departments and other functional areas. -Qualification and Requirements: . Bachelors degree or Diploma in IT related field. . 4 years experience within the filed. Skills: . Telecommunications . Hardware Infrastructure. . Software Infrastructure. . Software Distribution. . IT Product and Vendor Evaluation. . IT Environment. . IT Standards, Procedures & Policies. . Computer Facilities Management. . IT Asset Management. . Active Directory. . Office 365. . Planning and organizing. . Time management. IT Governance. . Information Security Administration. . End user awareness. . IT Auditing and self-assessments. An exciting opportunity is available for Coordinator, IT Support and Operations, will reports directly to Section Head, IT Support and Operations within the division of Digital Infrastructure & Operations. Work location will be in TUV Company - Abu Dhabi (UAE).Job Purpose: The EBS Operations & Support is a key member of the Operations Team. Manage the day-to-day running of business operations to enhance the customer experience and ensure smooth and efficient service delivery. - Role responsibilities: . Answers calls within the SLA . Offers standardized solutions for client issues. . Escalates issues within the given time guidelines. . Answers and registers client questions in the Service Desk System . Analyzes and interprets client questions to determine the problem and solve it. . Follows procedures and policies when performing technical support . Provides good customer service to meet users expectations. . Cooperates internally to answer client questions and solve issues. . Offers fitting and creative solutions for client issues which meet all . previously fixed quality standards. . Answers client questions and gives information, advice, or instructions to clients. . Responsible for client satisfaction about all performed activities. . Provides support for printers and multi -Functional devices for the site . Coordinates with vendors to ensure the normal operations of the related . service contracts . Solves escalated issues from other team members. . Cooperates internally to solve issues. . Provides standard troubleshooting and maintenance of servers, user devices, . systems and applications and communications links. . Provides standard technical support to client users in response to specific . requests. . Troubleshoots standard hardware and/or software problems. . Provides feedback on commonly encountered problems, misunderstandings . to enhance user documentation and/or training programs etc . Escalates more complex issues appropriately. . Works within the framework of established procedures and in close . cooperation with internal and external support personnel. . Tracks and monitors issues and reports downtime accordingly. . Provides non-standard troubleshooting and maintenance of servers, user devices, systems and applications. . Provides non-standard support to personal computer and BC network users in response to specific requests. . Provides basic training on hardware and/or software use. . Applies understanding and knowledge of information systems to assist users with technical problems. . Provides direction, support and training to users. . Helps users solve problems using available hardware and software tools. . Assists in selection and evaluation of hardware and software. . Monitors infrastructures to identify and resolve operational problems as they occur. . Assists senior personnel or vendors in the design and/or implementation of complex new systems. . Ensure standards and processes are in line with the defined SLAs & KPIs with a target being to exceed expectations. . Smooth functioning of the platform / application and ensure its effectiveness and efficiency and for performing all operational processes and procedures. . Designs and maintains all operational processes according operation policies. . Manages all daily operational activity to maximize effectiveness and efficiency. . Ensures that all operational activities for areas of responsibility comply with all industry and government regulations. . Works with the business departments and other personnel to help keep businesses running smoothly. . Ensures that our main platform /application meet operational targets. . Monitors platform /application services, service levels, application performance and issues, system tuning and alerting emergency resources when a problem occurs. . Reports on the performance of platform / application. . Make decisions towards managing the response to an incident appropriately this includes decisions on prioritization, escalation, and technical response. . Provides guidance and training to junior team members and takes the lead in representing the team and interactions with other teams as necessary. . Performs appropriate tests and provide training to upgrade pro duct quality. . User provisioning - Creation and authorization of user profiles on platform/application. . Changes to user profiles and the procedure for deleting old user profiles . Administers and monitors daily, weekly, and monthly platform / application and determines availability of platform / application. . Prepares reports and ensure optimal performance and maintain records of service level agreements for customers. . Assists technical staff to check and ensures resolution of all issues to achieve all objectives. . Administers and provides upgrade to systems and escalate issues. . Evaluates all balancing functions as required by IT departments and other functional areas. -Qualification and Requirements: . Bachelors degree or Diploma in IT related field. . 4 years experience within the filed. Skills: . Telecommunications . Hardware Infrastructure. . Software Infrastructure. . Software Distribution. . IT Product and Vendor Evaluation. . IT Environment. . IT Standards, Procedures & Policies. . Computer Facilities Management. . IT Asset Management. . Active Directory. . Office 365. . Planning and organizing. . Time management. IT Governance. . Information Security Administration. . End user awareness. . IT Auditing and self-assessments.

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About Company

The Robert Walters Group is a British recruitment company that focuses on placing professionals into permanent, contract and temporary positions. The founder and CEO is Robert Walters. Established in 1985, the business has a worldwide presence.