MAIN OBJECTIVE OF ROLE

To provide support, fault resolution and advice service, ensuring maximum availability, performance and utilization of information systems and ensuring a systematic, disciplined and analytical approach to problem solving aligned to agreed procedures and standards.

KEY RESPONSIBILITIES

1. Delivers a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, walk-in and email.

2. Offers advice to end users and customers on all areas of IT, on how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

3. Works closely with the IT Training, Support and Administration Teams on user issues to provide problem workaround and to provide cover when required.

4. Promotes and market IT, including assisting with quality assurance and customer satisfaction surveys.

5. Improves users\xe2\x80\x99 confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.

6. Helps in implementing and improving processes and procedures within the team allowing strong service focused deliverables.

7. Actively troubleshoots to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.

8. Provides support and advice on Applications and other IT related issues including hardware and software, additional functionality on existing processes, ensuring the best use of corporate information technology systems within the workplace, influencing changes to working practices where a need is identified, to help the trust realize the benefits of investment in these systems.

9. Help to understand and identify the learning needs of the individuals and groups of staff for the information to be escalated to the IT Training team to establish their current skill level.

10. Analyzes information / data and respond appropriately to trends offered from that information

11. Supports the team in ensuring that Service Desk incidents are prioritized to agreed standards, monitoring completion timescales and reporting timescales and outcomes to business.

12. Publishing support documentation to assist staff with requests for information

13. Handle critical incidents using major incident procedure

14. Prepare and send IT notifications and manage broadcasting official communications to employees and partners

MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS

Minimum Education

Bachelor\xe2\x80\x99s Degree (or Equivalent)

Computer Science or Information technology

Experience Specific Requirements

Preferred No. of Years (with Relevant Degree) - 1

Preferred No. of Years (without Relevant Degree) \xe2\x80\x93 3

Systems, Licensing, Language or Certification Requirements

System: Proficient in Advanced Microsoft Excel

Licensing: ITIL Foundation

Languages: English and Arabic

CORE COMPETENCIES

Customer Focus

Team work

Effective Communication

Personal Accountability & Commitment to achieve

Resilience and Flexibility (Can do attitude)

ISR Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day to day business operations.

Warning on Recruitment Fraud

flydubai is aware of a number of e-mails, letters and SMS or Whatsapp messages in circulation recently, claiming to be offers of employment from flydubai.

These offers often look legitimate and may include job descriptions, salary, and benefit details.

The offers then direct recipients to provide bank account details.

Although these offers may appear genuine, they are fraudulent and should be deleted immediately and not responded to.

flydubai does not send emails, letters or other messages requesting your bank account details

in order to process documents. flydubai will also never refer you to a third party to process applications or visas. Official communications from flydubai will only come from an email

address ending in @flydubai.com and job opportunities with flydubai are advertised on

flydubai\'s websites.

\xe2\x80\x8b

If you receive any e-mail, letter or other message which you have not requested or are

expecting and it purports to be from flydubai, please contact us at and include the subject line \xe2\x80\x9cRecruitment Fraud\xe2\x80\x9d to confirm the authenticity of the message.

flydubai