Senior IT Support Engineer (Outsource)

About the Job
To provide IT support functions for all IT requirements at ADIB Group (locally and remotely) using available tools and applications. To take part in IT Support Projects/Major Tasks to achieve ADIB's business objectives.

Key Accountabilities
End User Support – IT Equipment Request Management (80%):

• Act as a single point of contact for phone calls and emails from staff regarding IT Equipment requests and queries.
• Verify IT Equipment requests and transfer valid ones to IT Workshops.
• Communicate and coordinate with VMCP department for the procurement of end user IT Equipment.
• Request IT Equipment for Workshops Replenishment and different projects using SAP Ariba system.
• Document and report all Cost Avoidances and Savings from IT Equipment Requests & IT Workshops when needed.
• Handle the Disposal of standard IT Equipment following the defined process.
• Provide immediate Customer assistance for emergency and urgent incidents/requests as per defined SLA.
• Escalate Incidents to team leaders, application/system owner & IT Management.
• Maintain a high degree of Customer Service for all support queries and adhere to all Service Level Management principles.

Documentation / Process Ownership (10%):
The incumbent is responsible to take ownership, maintain & update documented processes or documentation related to his job function.

Information Security (10%):
Maintain information security related to ADIB throughout the period of employment.

Requirements

• Excellent Customer Service skills.
• Excellent Communication Techniques.
• Excellent Technical Analysis skills.
• 4 years of experience performing similar activities, with 3 years preferably in the Banking Sector.