Desktop Support Analyst- Team Lead | UAE- Driving Licence Must Jobs in Dubai - 3395149

المسمى الوظيفي

5-7 years of previous Desktop Support experience
Excellent telephone etiquette
Experience of using call logging software
Strong knowledge of Microsoft based operating systems, office suite of applications and other Microsoft based applications
Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
Expert Knowledge of PC hardware set-up and configuration
Leading Retail Desktop Instrumentation support team in day to day activities that include but limited to HW, SW & network infrastructure problems as well as security matters

To be responsible for managing a team of Desktop Support Analysts supporting the Desktop environment for SLCs operations, in order to ensure that they maintain customer focus

To ensure that the Desktop Environment and its associated technologies remain current, supported, highly available, operate efficiently, perform within agreed targets and deliver a secure desktop platform on which SLC can perform its business

To work and liaise with other operations teams and the wider technical community, where appropriate, on the implementation and transition to BAU operation of new desktop environment and technologies

To manage provision of day-to-day third line specialist support to the users of the desktop, working in collaboration with other operational and technical community, including Security to diagnose and resolve service impacting issues and incidents

To ensure adequate resourcing within network team required to manage all project activities and BAU activities including desktop moves This includes contractor management where required

To ensure document library includes up to date system architecture diagrams, Service maps, work instructions, documented processes and procedural documents

Provision of accurate monitoring and altering of all Desktop associated devices to aid pro-active incident and Security management

Close liaison with Problem Management for instances where the underlying cause of an incident is not clear or requires further investigation

Pro-actively reviews recurring issues and arrives at standard solutions

To maintain a high degree of customer service for all support queries and adhere to all service management principles

To escalate calls to appropriate individualsroles if the call cannot be resolved within the agreed time frame