End User or Desktop Support Lead - Abu Dhabi Municipality
10 hours ago
Job description
JOB PURPOSE:
Responsible for providing Tier II desktop support service, serving as an expert in troubleshooting complex issues, and providing technical development and guidance for the Desktop Support Team.
QUALIFICATION:
Bachelors degree with knowledge of IT
RESPONSIBILITIES (INCLUDES ALL TASKS):
- Provide Tier II client support for hardware, software, and network services.
- Resolve Tier II escalation tickets by troubleshooting IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues.
- Assist in the architecture, implementation, and maintenance of the organizations desktop environments, including installation, upgrades, high-level troubleshooting, and Windows and Mac OS software deployment.
- Provide Tier II support for system images, virtual environments, and Mac OS Management.
- Serve as an expert in troubleshooting, diagnosing, and resolving complex end-user device incidents and problems through desktop support services and remote support, where appropriate.
- Perform secure baseline image creation and tailoring of Windows operating system images to form a core baseline.
- Support application packaging, deployments, documentation, and release control in an enterprise environment.
- Oversee hardware and software deployment projects assigned to the Desktop Support team.
- Responsible for classroom and lab maintenance ensuring all computers are updated before the start of the semester.
- Provide technical guidance and collaborate with Tier 3 to streamline services and support.
- Serve as the escalation person for complex issues for the desktop support team
- Document detailed notes in the ticketing system and provide accurate and timely customer updates.
- Serve as a senior technician of the desktop support team setting the bar high in performance, customer satisfaction, and improving processes.
- Assist in training and mentoring staff to improve performance, increase customer satisfaction, and drive efficiencies.
- Partner with leadership to create a friendly, productive environment that promotes success.
- Monitor desktop queues ensuring SLAs are met, and best ticket practices demonstrate quality practices. Mentor staff who do not meet requirements.
- Respond to customer escalations in person and/or via email in a timely manner.
- Determine root causes and create corrective action plans.
- Create standard operating procedures (SOPs) and update existing SOPs for specialized technical support.
- Ability to multi-task projects and daily operations while providing regular status updates to management.
TECHNICAL SKILLS /COMPETENCIES:
MANDATORY
- ITIL certification (Foundation level or higher).
- Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
- Must have a solid understanding of the hardware, software, and network infrastructure that they will be supporting. This includes knowledge of operating systems, hardware components, applications, and network protocols.
- Must have excellent technical knowledge of computer systems, software applications, and hardware peripherals. This includes troubleshooting, diagnosing, and resolving technical issues.
- Must have excellent expertise in preparing the Analytic and operation reports and presentation. Should be confident in presenting the same with Stakeholders.
- The Desktop Support lead will work in a fast-paced environment and must be able to adapt to changing priorities.
SOFT SKILLS:
MANDATORY
- Ability to explain technical concepts in a clear and understandable manner to non-technical users.
- Effective listening skills to accurately understand user problems and concerns.
- Patience and empathy to deal with frustrated or anxious users.
- Ability to build rapport and trust with end-users.
- Ability to work effectively as part of a team, collaborating with other IT professionals.
- Willingness to share knowledge and assist colleagues.
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