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Level 1 – IT Service Desk Officer – Black Pearl Management and Human Resource Consulting LLC – United Arab Emirates

Our client, a well-known company is currently looking for a
<b>L1 – IT Service Desk Officer </b>who will be responsible for performing data governance activities.
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<br />He/She will be responsible for proper prioritization, logging and initial troubleshooting of all incoming requests for support from internal and external users via phone and email in a pleasant and professional manner. This position will perform initial troubleshooting of all developed applications and systems, desktop and mobile related operating systems, other 3rd party software, and peripheral devices.
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<b>Job Responsibilities:</b>
<br />Assist users in the resolution of problems related to systems operations.
<br />Demonstrate core values of People, Service Excellence, Trustworthiness, Process Simplicity.
<br />Performs advanced diagnostic testing, analysis and optimization of all desktop devices and components.
<br />Utilizes advanced knowledge of desktop computer devices, operation systems, configurations, service desk support systems and tools, and other related support procedures.
<br />Helps maintain an inventory of all desktop, mobile devices and network components.
<br />Follows established Service Desk support policies and procedures.
<br />Works with outside vendors to resolve problems and coordinate implementing solutions Developments and helps prepare, document, test, and maintain system disaster recovery procedures.
<br />Obtains user and management approval prior to implementing changes into the live environment.
<br />Follows established changed control procedures.
<br />Provides timely problem resolution progress updates to end-users and management until full resolution has occurred, escalates issues on a timely basis, follows IT incident & problem escalation procedure.
<br />Continuously monitors work order system for reported issues and closes work-orders on a timely basis.
<br />Documents support calls so problem determination and solutions can be identified upon re-occurrence, identifies recurring incidents as problems and notifies management accordingly.
<br />Support email, or phone calls has been reviewed before leaving for the day. All incidents and requests must be acknowledged with user and appropriate priority and resolution expectations established.
<br />Support of all desktop software and hardware including investment & trading applications
<br />Remotely connect users to trouble shoot IT related Issues
<br />Ensure all tasks and incidents are logged and regularly updated.
<br />Respond to all incidents/issues making sure that they are logged and followed up effectively within defined service levels
<br />Take ownership, and be a central point of contact, for any issue reported by our customers ensuring professional and regular communication is provided
<br />Support of communications within an Enterprise environment
<br />Support of market data applications including Reuters, Bloomberg, Fact set, Math lab and several others.
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<br />Requirements
<b>Qualifications:</b>
<br />Bachelor’s degree in Computer Science, Information Systems or related field or equivalent work experience,
<br />Require
<br />Four plus years of experience supporting and trouble-shooting computer hardware and software systems within the Information Technology field
<br />Demonstrated knowledge and experience with desktop computer devices, operation systems, configurations, diagnostic testing, service desk support systems and tools, advanced trouble-shooting processes and procedures
<br />Experience working with Servers Hardware
<br />Experience supporting PCs running Windows 10 and Mac OS
<br />Experience working with wired and wireless network attached devices
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Job Details

Posted Date: 2019-03-10
Job Location: Abu Dhabi, United Arab Emirates
Job Role: Legal
Company Industry: Financial Services

Preferred Candidate

Career Level: Mid Career

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