Senior Specialist- centralized service desk

• Provide guidance and support to external staff in providing first-level support to all government agencies in Abu Dhabi, including company sector, by planning the resources required to provide the services needed by central technical support and by developing the knowledge base to provide employees with solutions. In addition, implement the operational model of central technical support and identify service level agreements for suppliers providing external staff.

• Help provide guidance and support to external staff to provide first-level support to all government agencies in Abu Dhabi, including company departments on all platforms, applications and central and shared infrastructure run by the government solutions sector

• Assistance in planning the necessary resources such as staff, budget and assets in consultation with other sections of the sector

• Support in the implementation of operational models of technical support for the work as the only point of contact for government agencies including other sectors within the company

• Support in preparing and maintaining the knowledge base for stakeholders to ensure that technical support staff are equipped with the necessary skills and knowledge to solve problems and meet requests efficiently

• Support in directing external staff in relation to the escalation of unresolved problems or requests to the relevant stakeholders

• Support in determining service level agreements with suppliers to resolve problems or requests in a timely manner

• Perform any other duties or career activities appointed by the direct manager

• Take responsibility in line with the department's governance, policies and procedures

• Compliance with ADD's Corporate Excellence Guidelines and Corporate Excellence Guidelines

• Find and identify new ideas and opportunities to adopt innovative solutions or methods to meet challenges or enhance activities based on functional requirements

• Identify and search for professional development opportunities to proactively improve the technical capabilities and skills related to the department's functional requirements

Al Nahiya Group