IT Service Desk Support Engineer

VAM Systems is a Business Consulting, IT Solutions and Services company.
VAM Systems is currently looking for IT Service Desk Support Engineer for our UAE operations with the following skillsets and terms & conditions:
Description of Job
Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. As well, to delivering service through multiple channels including human, digital, self-service, and automated.
Service Desk Support
• Receive service request from Users via telephone, helpdesk portal or email.
• Receive Incident request from Users via telephone, helpdesk portal or email.
• Log service request / incident tickets,
• Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.
• Record all required incident details on the incident mgmt. system.
• First level support to attempt to resolve the incident, use remote control if necessary for incident resolution.
• Functional escalation in case the service request completion times exceed the agreed service levels.
• Notify Users about major system/ network outages, in most cases, the outage notification templated is filled b IT operations or applications teams then emailed by the service desk staff to the appropriate distribution list in English.
• Responsible in creating images for new laptops/desktops with up-to-date software and security
• applications.
• Provide the Printer/Fax support and services.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems and escalate to second level in accordance with Help Desk escalation processes.
• Preparation of new PC/Notebook computer for deployment, including the unpacking, installation of applications and clients as per the user requirements, setting of operation system up to date user profile PC BIOS parameters as per polices.
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
• Support the following technologies which not limited to following: Microsoft Office – Outlook, Word, Excel, Access, PowerPoint. Other: NIC’s, basic LAN/WAN connectivity (Network Troubleshooting)
• Maintain the communication (telephone calls/emails) in professional manner with quality & satisfaction.
• Facilitating First Line IT Support for Employees and Consultants.
• Resolving the Service Desks Requests within promised SLA Period.
• Distributing/Replacing the Laptop and Desktop to Employees in quick manner without any data
• loss.
• Keeping Printers and other IT Services available all the time within the SLA and KPI.
• Coordinating with Internal Facilitate Management to complete IT involved projects.
• Provide printer support and provide user access.
• Managing the inventory for Laptops/Desktops & Printers.
• Provide support for meeting rooms services audio, video, and internet.
• Manage the list of IT assets with ownership, location, and classification in line with ISO 27001:2013, ISR, DESC and Financial Audit Authority.
• All asset management functions of the physical IT component from acquisition to disposal.
• Perform a periodic review and update the list, based on addition or deletion of assets to production IT environment using appropriate IT asset management tool.
• Establish process to facilitate knowledge transfer and foster service sustainability
Ensure Security and prevent Malfunctions
• To maintain a secure client operating platform , including client operating systems, security updates and anti-virus and anti-spam updates
• To support enduser devices performance, capacity and utilization and take corrective action, and raise it to the line manager.
• Ensure that all services and systems are secure by maintaining the latest patches and updates in
compliance with the approved security policy and standard.
• Security Management services, performs functions related to security including standard server virus repair, coordination, and internal checks.
Self Development
• To develop skills and acquire additional knowledge appropriate to the position on an ongoing basis.
• To keep abreast with the latest updates that may be significant to the area of work.
Information Security & Risk
• Preserving confidentiality, integrity and availability of information that is processed and handled.
• Responsibility of adhering to the information security policies/processes/program
Terms and conditions
Joining time frame: (15 - 30 days)
The selected candidates shall join VAM Systems - UAE and shall be deputed to one of the leading Organisations in UAE.
Should you be interested in this opportunity, please send your latest resume in MS Word format at the earliest at [email protected]