Description
Basic Function for the Service:
To provide efficient, qualitative and user-friendly help-desk support to the systems used by the user to ensure effective resolution of day-to-day problems and queries regarding assigned systems.
Provide continuous professional Helpdesk & Desktop Support covering PC, Software, Identifies user problems, analyses same utilizing diagnostics, and resolving the same by remote or physically. Maintains information of users, configuration, and problems in helpdesk system or database management system for future reference and prepare statistical reports.
Service Performed:
Receives, records and acts on problems from users of enterprise computer services. The problems cover the following areas:
Hardware, such as Fertil PCs, Peripherals and Networking equipment.
- System Software, Desktop operating systems and associated software services.
- Operational, such as job scheduling, data set restorations and security violations.
- To log Service Requests and Change Requests in IT Service Desk Application and to close them after recording the resolutions and ensuring that the end user is satisfied with the solution.
- To maintain, support and upgrade the Helpdesk information system and generate reports as required by the IT Management. To prepare systems log and monthly statistics for analysis of performance detailing type of problems.
- To plan, execute and coordinate the deployment of PCs, Laptops, Network and other IT Client Hardware.
- Appraises and then advises users of appropriate problem/enquiry resolution.
- Interprets and routes user problem/enquiry to selected resource for resolution.
- Initiates problem tracking and follow-ups on reported problems with ITD concerned parties for possible rectification.
- Records problem resolution and correlates with historical database
- Provides quality assurance services to end users by providing defining and enforcing adequate service level in terms of problem reporting and resolution response time, resolution escalation and quality of resolution.
- Prepares end-of-month management reports related to Help Desk activities.
- Rectifies the problem, and in certain cases when hardware parts replacement or reformatting is required, arranges for the PC to be shifted to the workshop for further troubleshooting.
- Contacts the vendors if the machine is under warranty and advises their Engineer of the exact problem and arranges for the vendor to collect the equipment for necessary repairs/replacement of parts,
- Advises the status of the problem and keeps user updated on the possible availability of the unit,
- Arranges for the unit to be shifted back to user after performing necessary tests to ensure that resolution is completed thoroughly to user’s satisfaction,
- To ensure that the Company’s HSE Policy is applied in all aspects of the work.
- To train and develop the assigned UAE National Developees.
WORK CONTACTS
- Daily contact with enterprise users on issues related to computer systems, PCs, Workstations and software environment.
- Regular contacts with internal and external contractors and hardware and software suppliers that is closely related to the IT environment.
- Daily interaction required with the system users to help them resolve their problems.
- Contact with different IT department engineers and IT consultants for follow up & obtain expert advice for complex problems.
Ability to commute/relocate:
- Abu Dhabi: Reliably commute or planning to relocate before starting work (preferred)