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أخصائي الدعم التقني

Abu Dhabi Accountability Authority
Abu Dhabi, UAE
Full Time
Mid
2 weeks ago
IT Asset ManagementIT Service ManagementHelp Desk SupportSoftware InstallationHardware MaintenanceNetwork Troubleshooting
Free

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IT Asset ManagementIT Service ManagementHelp Desk Support
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Job Overview

  • Ensures operational efficiency by providing effective and timely assistance for software, application, and system challenges, addressing technical issues, and performing preventive hardware maintenance. Also monitors technical assets, manages supplies, installs and updates software, and works closel

General Responsibilities

  • Prepare annual strategic and operational work plans for the department, including KPIs, projects, initiatives, activities, and risk registers.
  • Contribute to the preparation, review, and update of regulations and policies relevant to the organizational unit, in coordination with concerned departments.
  • Prepare the financial budget and procurement plans for the department, monitor expenditures in coordination with concerned departments, ensuring needs of various units are met and contributing to the authority's goals and strategy.
  • Monitor the implementation of strategic and operational projects according to approved work plans, in cooperation with relevant organizational units.
  • Follow up on the execution of service contracts related to the department's tasks, responsibilities, and scope of work.
  • Perform any other tasks assigned by leadership within the scope of the department's competencies.

Minimum Requirements

  • Bachelor's degree in a relevant field.
  • CompTIA A+ certification.
  • Proficiency in Arabic.
  • Proficiency in Arabic and English (preferred).

Operational Responsibilities

  • Provide technical support to users (internal or external) regarding technical faults.
  • Address reported problems related to systems, networks, email, and hardware.
  • Refer complex technical issues to specialized technical teams.
  • Provide technical support for challenges related to software, applications, and systems.
  • Resolve technical problems faced by users of systems, software, and applications.
  • Perform periodic preventive maintenance of technical equipment and devices, as well as on demand maintenance.
  • Monitor technical assets regularly and replace them when needed or at the end of their lifespan, according to applicable authority policies.
  • Ensure all authority offices and facilities are supplied with necessary operational supplies, in line with predefined standards and within approved budget.
  • Install and update software and applications on devices and equipment to ensure sustainability.
  • Analyze requests/reports received via the technical support platform, track recurring issues, document them, and develop solutions to prevent recurrence.
  • Provide 24/7 technical support.

Technical Competencies

  • IT Asset Management: Manage and maintain IT assets, including hardware management, audiovisual support, and IT asset inventory, to ensure optimal use, security, and compliance of hardware and software resources.
  • IT Service Delivery: Deliver IT services, including hardware maintenance, software support, software deployment and updates, to ensure continuous and effective operation of IT systems and applications.
  • IT Governance and Compliance: Apply and maintain IT governance frameworks, policies, and procedures, such as ISO 20000, to ensure compliance with industry standards and regulations, and support the organization's IT strategy and goals.
  • IT Service Management: Manage IT service operations, including help desk management, user support, remote support, and system management, to ensure effective delivery and support of IT services.
  • User Education: Develop and manage user training programs, including knowledge base management, to enhance user IT knowledge, disseminate best practices, and enable them to solve common technical problems independently.

Core Competencies

  • Commitment: Demonstrate reliability through regular attendance, punctuality, quick response, availability, and full participation in assigned responsibilities and development opportunities.
  • Optimism: Maintain a positive attitude and initiative when facing challenges, showing resilience and encouraging a constructive outlook in oneself and others.
  • Respect: Treat others with dignity, appreciate diverse perspectives and contributions, and maintain professional and courteous behavior in all interactions.
  • Ethics: Adhere to the organization's values and principles, demonstrating honesty, integrity, and transparency in decisions and actions.

Behavioral Competencies

  • Collaboration: Work effectively with others to achieve common goals, foster a collaborative environment, appreciate diverse perspectives, and maintain open and respectful communication.
  • Adaptability: Adapt effectively to new circumstances, be flexible in response to changes, and maintain a positive, solution oriented attitude during change.
  • Analytical Skills: Evaluate complex situations by identifying patterns, using logic and reasoning to assess information, and develop effective evidence based solutions.
  • Proactivity: Take initiative, anticipate future challenges or opportunities, and act in advance to address them. Includes seeking improvement, taking responsibility, and driving positive change.

Leadership Competencies

  • Effective Communication: Express ideas clearly and persuasively, engage in active listening, and foster transparent two way communication at all levels of the organization.
  • Team Building: Build, lead, and maintain high performance teams, aligned with organizational goals, while fostering collaboration, shared values, and mutual respect.
  • Strategic Thinking: Develop a long term vision, efficiently direct resources, and formulate strategies that drive organizational success while adapting to changing environments and market conditions.
  • Decision Making: Evaluate complex situations, assess risks, and make informed and timely decisions, aligned with and supporting the organization's strategic goals.

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