Job Description
Job Description
The role of a Digital Support Specialist is to ensure a smooth and efficient operation in the Digital and Technology Department in relation to the Company Core Process; thus directly impacting on managing and integrating Digital and Technology systems.
This position is responsible for tier 1 Digital and Technology support across all systems in Miral Experiences, Ferrari World Abu Dhabi, Yas Waterworld Abu Dhabi, Warner Bros. World Abu Dhabi, Qasr Al Watan Abu Dhabi.
In order to be considered for this role, you must be able:
- To supply initial Digital and Technology support service and guidance for all the digital and technology related issues in all Miral, Ferrari World, Yas Waterworld, Warner Bros. World, Qasr Al Watan and external suppliers (When needed).
- To resolve service desk calls as first point contact and allocate to tier 2 support as necessary.
- To log calls and maintain accurate written records of work completed using IBM Tivoli Service Request Manager Software (TSRM).
- To work towards KPI’s and the overall SLA’s governing the digital Services Team performance.
- To contribute to the improvement of Help Desk services, processes and operations.
- To maintain and develop the team’s internal adherence to the ITIL framework and key deliverables.
- To provide support and guidance on usage of all digital and technology equipment and software utilized within the authority.
- To provide guidance to other digital and technology team members as appropriate in providing a seamless service to the Business.
- To maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical Colleagues at all levels in the organization
- To demonstrate good social skills in a professional environment.
Minimum Qualifications, Experience And Skills Requirements
Qualifications :
Essential :
- MCP (Microsoft Certified Professional)
Desirable:
- ITIL Foundation V3
- CompTIA A+ ( Computing Technology Industry Association)
- MSCA (Microsoft Certified Solutions Associate) or MCSE (Microsoft Certified Solutions Expert)
- CCNA (Cisco Certified Network Associate)
- Bachelor Degree in Computer Science
Years of Experience:
Essential:
- 3+ Years’ experience of computer and network support
Desirable:
- 2+ Years’ experience within the same or similar sector
Skills:
Essential:
- Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
- Ability to prioritize, manage and perform under pressure to meet SLA’s
- Ability to demonstrate practical troubleshooting and problem analysis techniques
- Willing to work flexibly and with enthusiasm
- Demonstrable experience of Microsoft Windows client operating systems as well as various software packages including Microsoft Office
Desirable:
- Good attention to detail and ability to show initiative
- Ability to plan and prioritize work load without supervision