Poste :

To provide IT support services to Air Arabia Group users and business teams through various channels such as telephone, web, email or in-person as required. Troubleshoots and remediates issues impacting the operation of the technology infrastructure to ensure continuity of business.? Installs, configures and monitors computer systems and networks of the Group: diagnoses hardware/software faults and solves technical and application problems ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Key Result Responsibilities: 

• Acts as the main contact point for IT support service centre, takes ownership of reported issues; responds to enquiries promptly and provides proper and accurate information and feedback or resolutions to technical problems ensuring problems are being recorded and tracked throughout the entire process.
• Conducts investigations and diagnosis to identify problems whilst providing Level 1 support, channels unresolved issues in the right direction among the IT teams.
• Researches, diagnoses, and troubleshoots systems, network problems and hardware and software faults; identifies resolutions, responds within agreed time limits to call-outs.
• Assists with the development and implementation of processes and service level agreements of incidents management and service request management.
• Contributes to creation of support knowledge base by developing and communicating IT support manuals, technical notes and articles.
• Contributes to IT overall plan by assisting technical experts in planning, evaluating, testing, and implementing new technology such as systems and platforms for the entire network. Participates in different IT projects.
• Utilizes different communication channels and tools to directly support or remotely guide customers on the different enquiries and problems raised, these channels include: personal visits, telephone calls, e-mails, web, chat etc.
• Ensures proper recording and closure of all claims; generates timely reports of different nature to capture support services activities.
• Installs, configures, monitors and maintains computer hardware operating systems, applications and networks, replaces parts and upgrades existing ones when and as needed.
• Supports the roll-out of new applications; sets up new users' accounts, profiles and passwords.
• Establishes/builds on good working relationship with stakeholders, business users, suppliers, vendors and other technical teams to ensure improvements in the IT environment and resolve any issues related to their provided services and products.
• Assists in establishing and maintaining a complete and accurate record of all IT assets in the organization.