Digital Support Specialist

IT & Network
United Arab Emirates 🇦🇪
December 9, 2023

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Job Description

We are looking for a Digital Support Specialist who will be responsible for tier 1 Digital and Technology support across all systems in Farah facilities.

The job scope includes:

  • Supply initial Digital and Technology support service and guidance for all the digital and technology related issues in all Farah facilities and external suppliers (when needed).
  • Resolve service desk calls as first point contact and allocate to tier 2 support as necessary.
  • Log calls and maintain accurate written records of work completed using IBM Tivoli Service Request Manager Software (TSRM).
  • Work towards KPI’s and the overall SLA’s governing the digital Services Team performance.
  • Contribute to the improvement of Help Desk services, processes, and operations.
  • Maintain and develop the team’s internal adherence to the ITIL framework and key deliverables.
  • Provide support and guidance on usage of all digital and technology equipment and software utilized within the authority.
  • Provide guidance to other digital and technology team members as appropriate in providing a seamless service to the Business.
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical Colleagues at all levels in the organization.
  • Demonstrate good social skills in a professional environment.

To be considered for the role, you will need to have:

Essential:

  • MCP (Microsoft Certified Professional)
  • 3+ Years’ experience of computer and network support
  • 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
  • Good attention to detail and ability to show initiative
  • Ability to plan and prioritize work load without supervision

Desirable:

  • Bachelor Degree in Computer Science
  • 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)

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