IT Analyst - Service Delivery (Emirati National)

Key Responsibilities

·Provide first- and second-line support for IT in the respective project site offices/camps. This includes computers, printers, telephone, and AV equipment. While the support engineer will primarily support Windows computers a broad understanding of other IT technologies such as network and server infrastructure is required to in order troubleshoot complex problems and undertake routine maintenance activities.

• Work with the business to understand and interpret their needs. Proactively identify areas of opportunity and offer advice/training to ensure maximum exploitation of approved IT technologies.

• Provide support for computer software and engineering applications including installation, licensing, troubleshooting support etc. This will require regular communication with application support experts in UAE /India/UK/SEA (globally).

• Work with the central Infrastructure, network, computer, and technical computing support teams globally to ensure compliance with global support processes and technical guidelines (e.g., hardware specification and procurement, backup procedures, virus control, PC build, software installation and licensing, security administration etc) not to mention maintain regular contact with the central IT team.

• Monitor server, network, backup infra and report to central /global team for any alerts /failures etc. Perform backup administration of changing the tapes, checking logs on routine basis.

• Maintain accurate and up to date documentation and database of the IT infrastructure, including PC, Printer, Network, Server, accessories inventory, third party contractual documentation (maintenance contracts, support contacts) etc.

• Administer and maintain the various productivity enhancement tools such as online collaboration tools, MS Sharepoint and O365 and champion the fullest possible use of this technology.

• Administration of the various communication technologies in use, including maintaining use of wireless LAN, mobile devices, and printing.

• Maintain professional working relationships with key stakeholders as well as third party suppliers.

Performance Indicators

Performance will be measured in terms of quality and delivery of work and will be measured against agreed targets and objectives, as well as internal customer and peer review feedback.

Knowledge/Skills

·Must display a strong customer focus and willingness to take ownership of problems.

·Must be self-motivated, able to act independently with minimum supervision, while remaining a strong team player in terms of adherence to common standards and process guidelines.

·Ability to communicate effectively with business customers and IT colleagues up to senior level.

·Broad knowledge of office IT infrastructure/communications, including server and computer hardware and software, and local/wide area networking technologies.

·Experience of having supported the full range of IT technologies in a similar sized organisation

·Basic level of knowledge (installation, licence management, troubleshooting) supporting specialise technical and engineering applications such as Aveva, Bentley, Adobe, Intergraph smart plant tools etc.

Preferably educated to degree level within the IT industry (Computers, Computer science. Etc).

Microsoft accreditation in the key technologies deployed within the organization (e.g., computer operating systems, Microsoft Office).

Minimum of 5-10 years’ experience in a similar capacity

Key Competencies

·Technical Skill – Demonstrable experience and expertise in the key technical areas (server/computer infrastructure, LAN/WAN).

·Analytical Thinking – Able to identify and solve technical problems.

·Team Worker – Collaborates openly and willingly across teams and departments, to ensure agreed global IT standards are maintained and adhered to.

·Communication – Able to communicate complex technical issues clearly and persuasively to peers and customers. Willing to continually engage customers when required. Open and honest communications with the Regional IT Manager.

·Initiative – Self motivation. Able to work independently and as part of a team. Willingness to take ownership of problems and manage through to a resolution.

·Language – Ability to communicate effectively in English.