Senior IT Support Engineer

Job description / Role

Role purpose

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 of the role

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.
• Handle workshop replenishment requests.
• 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.
• Communicate and coordinate with facility management department for the end user IT equipment assets registration and tracking throughout their lifecycle.
• Communicate and coordinate with ITD workshops for end user IT equipment assets registration and tracking throughout their lifecycle.
• Communicate and coordinate with different teams, units, and departments for IT Service Manager integration with different systems related to end user IT equipment assets.
• Communicate and coordinate with different teams, units, and departments for any end user IT equipment assets requirements.
• Document and report all cost avoidances and savings from IT equipment requests and IT workshops when needed.
• Handle the disposal of standard IT equipment with the coordination of ITD workshops, VMCP, FM and any other units or departments as per the defined process.
• Prepare IT equipment request summary report.
• Answer and respond to all calls from internal staff via telephone and email within agreed time scales.
• Provide immediate customer assistance for emergency and urgent incidents/requests as per defined SLA.
• Escalate incidents to team leaders, application/system owner and IT management.
• Attend and respond to queue tickets on IT Service Manager, in addition to assignment/re-assignment of IT tickets to other IT teams in a timely manner and as per defined SLA.
• Take ownership of user service requests/issues and follow up their status on behalf of the user and communicate progress in a timely manner.
• Use end user IT equipment life cycle to manage related tasks.
• Use incident management process to manage and resolve incidents.
• Report and document all repeated incidents to find the root cause and prevent their recurrence.
• Maintain a high degree of customer service for all support queries and adhere to all service level management principles.
• Review team closed IT tickets and follow-up on aged/pending ones when needed.
• Introduce proactive preventive actions to enhance service availability and customer satisfaction.
• Provide coaching, mentoring, training, knowledge transfer and skill enhancement to staff.
• Understand all IT related documentations and provide feedback on ways to improve L1 support team processes.
• Produce and maintain work related reports and sheets.
• Act as a backup for team members on different tasks as needed.
• Perform other tasks as assigned.

Documentation / process ownership (10%)

The incumbent is responsible to take ownership, maintain and update documented processes or documentation related to his job function. In the event where processes or documentation are shared, the incumbent shall be responsible to inform the owner of any document about required changes or improvements.

Information security (10%)

Maintain information security related to ADIB throughout the period of employment. As soon as possible report any potential or actual risks or incidents affecting the security of information to the helpdesk.

Specialist skills / technical knowledge required for this role

• Excellent customer service skills.
• Excellent communication techniques.
• Excellent technical analysis skills.
• Excellent troubleshooting skills.
• Excellent problem-solving skills.
• Excellent decision-making skills.

Previous experience

Four years of experience performing similar activities of which three years should have been in a similar position preferably in the banking sector.