Senior Specialist - Technical Support Section

Senior Specialist - Technical Support Section Date: Jan 16, 2025Company: Abu Dhabi Accountability Authority Key Responsibilities/Duties Strategy and Planning: Assist in the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, ensuring alignment with ADAA’s overall policies and procedures.Assist in the development, implementation, and update of the section’s strategic, budget and procurement, and operational plans, ensuring alignment with the department and sector’s strategy and objectives, and ADAA’s mission and vision.Ensure to meet individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.Operations: Provide technical support for challenges associated with software, applications, and systems, and provide recommendations and solutions to resolve issues.Carry out preventive maintenance of end users' technical devices and equipment regularly and upon request.Monitor and replace technical assets as required in accordance with ADAA’s policies.Install operating systems, software, and applications on devices and equipment and update them to ensure sustainability.Analyze requests/reports received at the technical support platform, prepare documentation, and recommend solutions.Update and amend module functionality to ensure ADAA applications meet user information requirements.Conduct pilot testing of technical module configurations to ensure functionality and reliability.Provide first line interface with users seeking IT support through calls, emails, and service desk tickets.Identify user requirements and ensure to study their expectations for technical support.Maintain logs for rapid response/resolution for major incidents.Assist users on systems, products, and services available to them.Prepare instruction manuals and guides for personnel reference.Track and monitor IT Asset (hardware & software) to maintain inventory.Talent Management and Development: Ensure completion of required trainings and certification programs.Obtain timely performance review assessments and ensure to meet set KPIs.Contribute to knowledge sharing to build internal capabilities of the team.Contribute to the development of UAE National employees in line with Emiratization strategy.Corporate: Ensure adherence and compliance with all ADAA corporate policies, procedures and guidelines.Prepare section’s related correspondence to ensure professionalism and accuracy.Retain, document, preserve, and archive section’s related records.Respond to section related queries and provide required support.Utilize relevant technologies to optimize work efficiency.Contribute to the identification of opportunities for continuous improvement.Contribute to the preparation and submission of timely and accurate statements and reports.Requirements Bachelor’s degree in relevant field5-7 Years of relevant experience in Technical Support or equivalent work experience. #J-18808-Ljbffr