Sr. Administrator/Workplace Support (UAE National)

About This Role

Job Description The Senior Administrator/Workplace Support plays a vital role in overseeing and coordinating IT support within the organization. This position is responsible for managing and optimizing the delivery of support services, maintaining workplace technologies, and ensuring compliance with service standards. By effectively coordinating these efforts, the Senior Administrator enables seamless business operations and enhances the overall user experience.

Responsibilities

• Manage and monitor the logging, tracking, and resolution of support tickets to ensure timely and effective responses to user inquiries and incidents.
• Coordinate with technical support teams to facilitate the resolution of complex issues and escalate cases as required.
• Maintain accurate records of support activities, including incident details, actions taken, and solutions provided.
• Oversee the inventory and lifecycle management of workplace IT assets such as AVDS, desktops, laptops, printers, and peripherals.
• Ensure compliance with organizational IT policies, procedures, and security protocols in all support activities.
• Prepare and distribute regular reports on support performance, incident trends, and user satisfaction to inform management decisions.
• Assist in the implementation of process improvements and best practices to enhance the efficiency and quality of workplace support services.
• Serve as a point of contact for users, providing guidance on the use of workplace technologies and addressing general administrative queries.
• Support onboarding and offboarding processes by coordinating IT setup and access for new and departing employees.
• Facilitate communication between users and technical teams to ensure clear understanding of support requirements and expectations.

Detailed Description

• Provide first and second-level technical support for AVDs, desktops, laptops, printers, mobile devices, and standard office applications.
• Respond to and resolve user inquiries and incidents received via the service desk, ensuring timely and effective solutions.
• Troubleshoot hardware, software, and network issues, escalating complex problems to higher-level support teams as required.
• Maintain accurate records of support activities, including incident details, actions taken, and resolutions provided.
• Ensure all resolved incidents are properly documented and closed in the ticketing system.
• Conduct root cause analysis for recurring issues and recommend preventive measures.
• Assist users with basic configuration, installation, and usage of workplace technologies.
• Perform routine maintenance and updates on workplace IT equipment to ensure optimal performance.
• Gather user feedback and support requirements, communicating relevant information to central support teams.
• Prepare regular reports on incident resolution rates, user satisfaction, and support trends to inform management decisions.
• Participate in customer satisfaction reviews and contribute to the continuous improvement of support processes.
• Ensure compliance with organizational IT policies, procedures, and security standards.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Strong knowledge of ITIL practices and service management frameworks.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues.
• Proven experience in managing and leading a team, with strong interpersonal and communication skills.
• Proficiency in using help desk and ticketing systems, with the ability to prioritize and manage multiple tasks.
• Familiarity with various operating systems, network protocols, and workplace technologies.
• Ability to work independently and make sound decisions, with a customer-centric approach.
• Excellent organizational skills and attention to detail, ensuring accurate record-keeping.
• Willingness to stay updated with industry trends and a commitment to continuous professional development.