IT Desktop Support Engineer (Arabic Speaking)

Additional Benefits:
January 3, 2017
UAE » Dubai
Desktop Support Engineer should be fluent in Arabic and English.
The candidate should support to track Service Desk activities and assist in analyzing the teams daily tasks and performance.
The candidate should have at least 3-5 years’ experience in an Analytical or Coordinator role with skills to create reports and presentations.
Assists the Service Desk Manager with the operation of IT helpdesk and desktop support functions.
Manages problems and requests for systems, resources and services supported by IT in order to provide the highest level of services to all clients.
Perform tasks and regularly track activities as directed by the Service Desk Manager.
IT Function Head: To exchange information and take feedback
Line Manager: To exchange information and take direction on Service Desk operations related matters
Direct Reports: To exchange information, take/provide feedback and provide direction
Peers: To exchange information and take feedback
Internal Stakeholders: To exchange information and take feedback
External Vendors: To negotiate and provide feedback
Helpdesk Function: Support the development of an effective, cost efficient and workable framework in order to manage and improve customer IT support across the bank Develop and maintain a structured plan for the operation of the help desk function to ensure continuous helpdesk support for the banks user population
Desktop Support Function Align operational activities based on response of key business partners to ensure appropriate resource availability Implement tools and handle prioritized issues and management inquiries to ensure smooth running of the banks desktops and associated applications
IT Procurement Manage and implement continuous cost saves and improvement of SLA’s for all helpdesk managed contracts in order to contribute to the achievement of the Unit’s and GBS cost objectives
Management Information Reporting Track, monitor and report KPI’s, MIS and outstanding issues to management to ensure awareness of issues Drive senior management involvement in all high priority incidents in order to ensure effective closure
Project Management Lead improvement projects by monitoring and controlling the project plan, managing project stakeholders and changes in order to meet project objectives
People Management Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance Organize and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems
Policies, Processes, Systems and Procedures Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders
Continuous Improvement Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank’s standards
Customer Service Demonstrate Our Promise and apply the Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions