Sr. Administrator/Workplace Support (UAE National)

Job Description

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.