IT Support Specialist

IT Support Specialist (UAE National Preferred)

Job Purpose

Support the Infrastructure & Support Section to maintain the Integrity, Security, Efficiency and Performance of the Royal Jet IT infrastructure. Provide user support by attending to support calls or tickets as required, ensuring that response and resolution time SLA’s are met and that all tickets are captured in the system. Provide Tier 1 and Tier 2 level support to users as required. Take Ownership of the IT Service Desk, ensuring all Support Officers are closing tickets within SLA’s and that any escalations needed take place as per process and SLA’s. Ensure Customer Satisfaction is of a high standard, and any escalations are resolved in a professional manner that is satisfactory to the business/users as appropriate. Provide out of office duty coverage as required to ensure complete support coverage to the business.

Key Responsibilities

• Take Ownership of the IT Service Desk, en...