Desktop Support Analyst

About us:Fragomen is the world’s leading exclusive provider of immigration and mobility services. We are a firm of more than 6,200 professionals and staff spanning more than 60 offices worldwide. We support clients in more than 170 countries. We are problem-solvers, innovators and established thought leaders in immigration and broader services, providing strategic advice to a diverse range of clients from individuals to the world’s leading multinational corporations. A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges and you will work with dedicated, friendly and ambitious people, where providing exceptional client service is at the core of what we do. We are extremely proud of our diverse workforce at Fragomen and we are fully committed to providing equal opportunities. We believe that our differences make us stronger. This position is responsible for providing support to employees in the local UAE offices and remotely to the EMEA region. This includes, but is not limited to: KEY JOB TASKS • Act as an escalation point and initial contact for customer support requests pertaining to the firms applications and hardware. • Provides technical support to customers on operational or maintenance aspects of IT equipment and serves as customer contact on technical and service-related problems. • Diagnoses and repairs mechanical, hardware, software and system failures using established procedures. • Develop a thorough understanding of firms’ applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications • Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions • Queue monitoring to identify possible issue trends based on submitted tickets • Effectively diagnose and research escalated tickets to determine appropriate action • Contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers. • Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports. • Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services. • Collaborate with network services, server operations and/or application development in order to restore service and/or identify problems • Image Laptops and Desktop PC’s • - Perform installations, moves, software and hardware add ons and changes to end users IT equipment within established procedures. • Act as “Smart Hands” for engineering teams as needed • Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies • Assist with mobile phones and 3G cards set-up, review, maintenance and troubleshooting • Deliver coaching to peers when necessary • Supports video, audio and web conferencing through PC and VC units. JOB COMPETENCIES Client Service • Plans workload and is able to meet deadlines and priorities for own work, taking into account delivery expectations and agreed client service standards • Demonstrates an understanding of the impact of individual contribution upon team and client needs • Where required, acts as a secondary point of contact to communicate with clients in a timely and professional manner to obtain information • Supports strong client relationships by displaying professionalism and efficiency in appropriate communications as directed by a senior member of the team· Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments Productivity, Accountability and Efficiency • Able to act under instruction with limited supervision • Implement effective processes to manage workflow and meet deadlines • Ensures work completed is accurate and follows standard layouts • Assists in the review/improvement of methods/procedures relating to job responsibilities Communication • Generates clear, well-organized written work-product internally and externally • Able to effectively express oneself verbally in an articulate and polished manner • Strong listening skills • Uses communication skills to influence and achieve objectives • When work is allocated, clarifies with managers issues that are unclear and asks for the necessary information to complete tasks with respect to oneself and on behalf of team members where required • Keeps managers aware of the progress of matters to manage expectations, and informs of conflicting priorities/requesting assistance as problems arise / informing managers of current capacity • Takes on additional projects as required Teamwork and Personal Leadership • Identifies training and development areas and communicates these needs along with suggested development outcomes to the Manager • Accepts responsibility for their work output Professional Conduct • Appropriate regard to firm policies, protocols, and SRA Code of Conduct • Is able to follow the instructions of senior members of staff • Has a track record of being punctual and if absent or late, communicates absence to Manager in advance in-line with the sickness policy • Presents for work in a professional manner/ appearance is appropriate as per the Firm’s dress code policy • Raises concerns/ needs with appropriate contact • Accepts responsibility for work undertaken • Contributes to their team to enable completion and management of work • Develops strong working relationships with team members and gains their confidence through displaying professionalism and efficiency in all communications • Demonstrates professionalism and confidence in verbal communications with their team • Demonstrates accuracy and proficiency in written communications with their team • Learns from both positive and negative experiences and adapts behavior accordingly • Assists in the development and support of colleagues when required • Is an active contributor to a positive team and firm culture • Treat all information about the firm and its client and their business as wholly confidential FRAGOMEN IN THE MIDDLE EAST: Within the Middle East region we have offices in United Arab Emirates, Qatar and Saudi Arabia with an overall headcount of 200 employees. Across all the offices, there is a positive and collaborative working environment, with our immigration professionals partnering with our clients to help them manage their regional or global immigration programmes. Based in Dubai, you will work closely with the Managing Partner for MEA, who is also located there. Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, and disability.