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.
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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.
