Core Responsibilities xe2x96xaa Acts as the first level of contact to the IT department, logs calls from users and escalates all IT services related incidents raised by end users or Business to the appropriate teams / vendors in order to facilitate timely resolution of issues. xe2x96xaa Provides second level software support (operating system, MS-office, basic network troubleshooting,), including desk-side or remote technical support for user escalations identified by the service desk. xe2x96xaa Administrates specific IT systems, applications and activities related to users rights, profiles, IT systems access control and user systems support to ensure internal customer satisfaction with services provided. xe2x96xaa Acts as the point of contact with vendors in order to effectively communicate user requirements whilst monitoring adherence to Service Level Agreements in order to ensure effective fulfilment of organizational requirements as per defined standards. xe2x96xaa Ensures the effective and timely resolution of technical customer problems; keeps internal customers informed of the status of their request and finally informs the service desk with status of calls and solutions. xe2x96xaa Coordinates between end users and technical staff to resolve issues, escalating as appropriate. xe2x96xaa Responds to all cases and queries are logged through the Helpdesk as per the prescribed procedures in place. xe2x96xaa Responds to verbal and written queries in a timely manner. xe2x96xaa Provides technical expertise in IT related support. xe2x96xaa Responds to branches and subsidies concerns regarding Vendor installation and maintenance xe2x96xaa Performs any other duties outside the scope as and when required Self-Management Responsibilities xe2x96xaa Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year xe2x96xaa Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended 2 QUALIFICATIONS AND EXPERIENCE Threshold Qualifications xe2x96xaa A Bachelors Degree in computer science, engineering, information systems or any other related discipline. Years & Nature of Experience xe2x96xaa 3-5 years of experience with at least 3 years of experience in a similar role within banking or finance industry. xe2x96xaa Working experience in the UAE, with appropriate familiarity with the UAE market and regulations. xe2x96xaa Proficient in the Arabic and English languages. xe2x96xaa Strong analytical and problem-solving skills. xe2x96xaa Excellent communication and interpersonal skills to interact with technical and non technical stakeholders. KEY INTERACTIONS Internal External xe2x96xaa All departments for matters pertaining to Information Technology and Business Solutions xe2x96xaa IT Services Providers xe2x96xaa Government Departments Employees Signature Name Signature Department Heads Signature Name Signature Human Capitals Signature Name Signature xe2x96xaa Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role. xe2x96xaa Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.