Coordinator, IT Operations & Support Job

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:
• Bachelor’s 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:
• Bachelor’s 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.