CTS Overseas Corp, Cognizant Technology Solutions Hiring for Deskside Engineer at Dubai Full Time

Key requirements (Communication/skills/experience)

Essential

• A minimum of 4 years’ experience of IT support in a corporate environment.

• Troubleshooting in a corporate computing environment.

• Investigation and diagnostic skills.

• Microsoft Windows 10.

• Microsoft Office 365 suite of Applications & Teams.

• iPhone / iPad Technology and mobile apps.

• General user administration tasks.

• Data/voice cabling and patching.

• Citrix XenApp/XenDesktop working experience.

Desirable

• Experience working with Legal tools in the legal sector.

• iManage Document Management System

• Service Now ticket logging

• Microsoft Certified Desktop Support Technician (MCDST) or above.

• Working knowledge of ITIL/Service management best practice.

• Accredited ITIL certification (Foundation level).

• Experience in leading small projects.

Competencies (Non-Technical)

• Good, confident communicator in English.

• Positive attitude, well-motivated, keen to learn. Willing to work on a full range of support activities.

• Able to work independently, take responsibility and the initiative as necessary to resolve support issues.

• Commitment and energy – there will be times when work needs to be completed outside of normal office hours.

• Good interpersonal skills – ability and drive to work well as part of a team.

Role summary/purpose of job

• General IT service and user support to all levels of colleagues both face to face and via email/telephone.

• Logging support requests and incidents;

• The monitoring and completion of issues and requests received by the IT Service Desk. This may involve escalation to local and international support teams.

• Troubleshoot problems, use diagnostic tools as needed and escalate the problem to a more skilled technician as needed.

• Liaising with regional offices and third-party suppliers to resolve user support issues.

Key responsibilities and deliverables

IT Responsibilities:

• Responsible for all IT support queues

• Meeting agreed Service Target Levels according to Terms of Engagement

• Development of Knowledge Bank

• Effective liaison with colleagues and all IT teams to provide a seamless, customer focused support service.

• Responsive and timely assistance for all colleagues seeking assistance.

• Embedding ITIL Service Management in the region

• Liaising with colleagues on complex IT tasks and delivering appropriate and innovative solutions

• Provision of training to colleagues, as required.

• Generating and researching innovative technology and process ideas

Quality & Process

• Effective monitoring and accurate logging and resolution of relevant calls in the firm’s ticketing system.

• Ensure that any acquired knowledge is entered into Service Now KB.

• Escalate calls intelligently and appropriately.

• Comply with Terms of Engagement when passing calls to other IT teams.

• Communicate clearly and frequently with colleagues and visitors regarding open issues.

• Set expectations for customers so they understand how and when their issues/requests will be addressed.

• Perform agreed recurring administration tasks.

• Assist in the accurate administration of accounts and systems, as required.

• Provide innovative suggestions for technology or processes and pursue via the research pipeline.

Professionalism

• Adopt a customer centric approach and relate to colleagues and visitors in a friendly and professional manner (responsive, considerate, empathic, setting expectations, positive attitude, good follow up etc.).

• Personal attire and presentation are of paramount importance in this customer facing role. Must be professional and smartly always dressed.

• Good attendance record and minimal lateness.

• Attend and contribute constructively to team meetings and Front Office meetings.

• Effective team working (cooperation, respect, sharing, good humour, open minded, supportive etc.).

• Good communication skills (verbal and written, frequency, clarity, succinct etc.)

• Positive contact with external and internal clients (responsive, consideration of their needs, good follow up etc.).

• Management of self/time/resources (accuracy, planning, meet deadlines, consistency, reliability etc.).

• Follow departmental processes and maintain documentation and logs as required.

• Comply with all HR policies, as documented on the intranet.

• Participate in the IT community and contribute to our IT strategy and its goals.

#LI-CTSAPAC

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