Officer, IT End User Support (UAEN)

The National Insurance Company – Daman; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading insurance provider in Abu Dhabi is seeking an IT Support Specialist to provide end-user support and manage IT assets. The ideal candidate will have a Bachelor's degree in Computer Science and 0-2 years of relevant experience. Responsibilities include troubleshooting IT incidents, maintaining IT asset records, and ensuring optimal performance of IT systems. A proactive attitude and strong customer service skills are essential for this role.

Qualifications

• 0-2 years of experience in IT Support and Services.
• ITIL certification is a plus.
• Valid UAE driving license preferred.

Responsibilities

• Provide technical support to end-users on IT equipment and software.
• Manage IT assets including tracking and physical stock inspections.
• Prepare regular activity reports.

Skills

Familiarity with IT Service Management tools

Customer service orientation

Good analytical skills

Ability to perform physical activities

Knowledge of Microsoft applications

Education

Bachelor’s degree in Computer Science or related field

Job description

Role Purpose

End-User Support:

• Ensure IT systems are fully functional before business hours which include, but not limited to, the Queue System, Printers, etc.
• Provide on-site, telephonic and remote technical support to end-users on issues related to IT equipment and desktop software as per policies and procedure at various locations, such as head office, branches, service points and key client premises
• End-user support can include:
• Install and configure all end-user IT systems and assets
• Troubleshoot and resolve end users’ incidents reported on hardware/software
• Monitor and maintain end user IT Systems and assets
• Support the roll-out of new applications
• Follow diagrams and written instructions to repair a fault or set up a system
• Meet the deadlines set for tasks completion, ensure assigned IT incidents are closed in efficient and accurate manner and elevate the predicted delay to team leader ahead of time
• Ensure assigned requests/incidents/problems in Service Manager System are regularly updated
• Prioritise and manage multiple cases at one time
• Ensure escalation of high priority incidents to team leader
• Prepare regular activity reports as defined by the management
• Assist System Administrators in the installation, configuration and administration of servers, systems and assets
• Assist IT Service Desk team in answering and logging of incidents and requests during new Projects rollout

IT Assets Management

• Receives, stores, tags and tracks assets received in Head Office, branches, services points and key clients which includes, but not limited to, end-users PCs, printers, servers, network switches, cables, UPS, etc.
• Ships cancelled and damaged items back to vendors as appropriate
• Check and enquire as necessary on replacements and new requests
• Follow up with suppliers in coordination with IT Asset Management for prompt incidents resolution
• Handles and documents storage and transportation of IT assets
• Maintains the IT Rooms, labs and store area in a neat and orderly manner
• Completes visual checks, physical inspections and certifies the quantities according to Purchase Order and Delivery Note
• Perform Physical stock count, reconcile data and identify defective or obsolete stock and maintain respective documentation and reporting
• Provide regular reports to IT asset management team on the current status of IT assets
• Test and evaluate new technology

Key Requirements and Qualifications

• Minimum 0 - 2 years of experience in IT Support and Services
• Note: Quality of work experience will be rated higher than quantity, meaning candidates with less years of experience might be considered if they are demonstrating exceptional skills
• ITIL certification is a plus
• Microsoft / Linux Certification is a plus
• All technologies certifications is a plus
• Bachelor’s degree in Computer Science, engineering or any related technical discipline

Skills and Competencies

• Familiarity with IT Service Management tools
• Good understanding of Incident Management, Service Delivery and Asset Management frameworks such as ITIL
• Flexible and able to work under pressure; able to travel and work on shifts
• Proactive and results oriented whilst ensuring high quality of work
• Advanced level of customer service orientation and professionalism in all interactions
• Must be able to perform physical activities such as, but not limited to, lifting (up to 20kg unassisted), bending, standing, climbing or walking on a consistent basis
• Very good knowledge of Microsoft applications; good knowledge of Microsoft Windows OS Platforms and desktop application
• Good organisational and problem-solving skills and the ability to work independently to maintain one or more branches, service points and key client premises
• Good analytical, execution, problem solving and decision-making skills
• Good command of written and spoken English; knowledge of Arabic language is an advantage
• Basic knowledge on asset management system
• Valid UAE driving license is preferred