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IT Support Analyst
Full time at SARA Group in Dubai, UAE

IT Support Analyst Full time at SARA Group in Dubai, UAE

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Posted on September 29, 2020

Job details

POSITION SUMMARY: The IT Support Analyst (TSA) position reports to the IT Manager and serves on a highly collaborative IT support team that supports 300+ internal users across 70+ locations and 8 countries. The ITSA is primarily responsible for fulfilling support request for IT services and supported applications as well working on a portfolio of strategic IT Infrastructure and Operations projects to support business objectives.


  • Provide support for user-facing technology including, but not limited to: desktop and laptop PC hardware and accessories, Retail POS systems; Windows desktop OS, browser and installed desktop applications; desk phones and headsets; network and copy/print/scan/fax devices; smartphones, tablets and other mobile devices; wired LAN and wireless WLAN connectivity; conference phones and other audio-visual equipment;
  • Provide support for network services and business applications including, but not limited to: Office 365 suite, Remote Access, Anti-virus, ERP, CRM, support, and training;
  • Works with IT Manager to pro-actively monitor and improve IT processes to improve speed, efficiency, completeness, accuracy, and timeliness of IT service delivery, including:

-Ticket scope, categorization, prioritization, based on SLAs and escalation protocols,

-System and network monitoring and alerts,

-Hardware and software discovery, inventory, and audits,

-PC Patch Management

  • Primary after-hours and weekend on-call for Showroom support to keep retail operations moving smoothly;
  • Support Annual Stock count activities including PDA configuration and support;
  • Take lead technical role in creation, testing, maintenance/updates and deployment of standard Windows PC image and included drivers and standard applications;
  • The above listing represents the general duties considered essential functions of the job and is not to be considered a detailed description of all work requirements inherent in the position.

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