Description
Service Desk Analyst - Desktop support - Infrastructure support - Perm - Abu DhabiOn behalf of our client - a major Investment Institution based in Abu Dhabi, UAE Nicoll Curtin require a Service Desk Analyst to join this Gobally diversified Institution on a permanent basis.
In this position, you will have the following responsibilities:
- Initiates the procedure for handling detected incidents including recording basic details of the incident covering symptoms, basic diagnostic data and information about the related
- Configuration Item (CI)
- Provides effective interface with users to ensure that all diagnostic information is logged for error resolution and incident analysis
- Makes initial diagnosis of any problems and advises on known solutions, where applicable, providing information on updates, known errors, changes in availability, new facilities, etc
- Contributes to the maintenance of incident records throughout the incident life cycle
- Supports the investigation of medium impact incidents where appropriate and with support from superiors and other team members
- Provides effective information to end users regarding the effective use of desktop systems, products and services to solve simple and routine IT problems and incidents
- Allocates unresolved incidents as appropriate in accordance with established escalation
- procedures
- Installs and commission's desktop systems and routine upgrades and provides information
- on updates, known errors, changes in availability, new facilities etc.
- Contributes to the production of schedules for managing mirror release to live infrastructure. Attends to simple enquiries on the status of new releases, using the release management database where appropriate
- Helps maintain and update contingency plans by using IT security risk analysis methods, tools and techniques to identify potential exposures of all information systems which support critical business processes e.g. single points of failure, lack of effective countermeasures or lack of tested, up to date recovery plans
Role Requirements:
- Bachelors degree in Computer Science, Engineering or equivalent
- Experience in support in PC applications
- ITIL Certification
- COMPTIA A+ Certificate would be beneficial
- MTA (Microsoft technology Associate) Certification or equivalent
Benefits Package in addition to salary:
- Accommodation Provided, Water & Electricity Paid
- Medical Insurance Coverage for Self & Family (incl. Dental & Optical)
- Life & Total Disability Insurance for self
- Interest Free Car Loan
- Education Allowance & Capped School Fee Reimbursement for Children
- One off Joining Allowance
If you feel you are a strong candidate and are interested in learning more about this role, please apply to this advert with you CV attached.