Team Leader – I.T. Field Support – ADCB Abu Dhabi Commercial Bank


• To support the management of the day to day operations of the banks help desk and desktop support in order to provide the required level of services to all bank users.


Desktop Support Management

• Manage the desktop support function and implement problem management system and other tools in order to handle key issues and top management inquiries.

• Identify, classify and categorize the severity of problems in order to resolve and documents the process for future review.

Service Desk Management Support

• Develop and maintain a structured plan for the operation of the IT Service Desk function based on data and issues from the Problem Management System to ensure consistent service provision and resolution of customer issues

• Follow up on high priority calls to ascertain the issues and push through to completion.

• Work closely with the IT user community in order to resolve user problems within agreed service levels and turnaround times.

• Manage the problem management system in order to review requirements for changes in operational parameter

Asset Management

• Process all requests for new hardware and software, maintain hardware inventory and take responsibility for all stock items to ensure it is managed in line with agreed processes and approvals

Liaison within IT and Other Departments

• Coordinate between all department units and users and third party vendors in resolving issues related to user access.

People Management

• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance

• Organize and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems

Policies, Processes, Systems and Procedures

• Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.

Continuous Improvement

• Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank’s standards.

Customer Service

• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions.

Job Details

Date Posted: 2017-10-31
Job Location: Abu Dhabi, United Arab Emirates
Job Role: Information Technology
Company Industry: Banking

Preferred Candidate

Career Level: Management

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