Position Purpose

To assist in managing the outputs of the IT Department by effectively following the processes, performance, and quality standards required to deliver the contractual requirements of UAE University and Khadamat. :contentReference[oaicite:0]{index=0}

Role Description

Customer Support

• Manage IT hardware-related services offered by the Central Helpdesk for multiple projects, including hardware setup, fault diagnosis, issue resolution, and system performance optimization.
• Work closely with the CAFM Manager and CAFM Specialists to design technology solutions for new projects and bids.
• Coordinate with internal IT teams to resolve client service requests and incidents.
• Support CAFM software setup, installations, upgrades, and technology enhancements.
• Maintain Central Helpdesk hardware and software assets.
• Administer computer networks and computing environments supporting the Central Helpdesk.
• Schedule reports and support the design of CAFM process solutions.

Service Delivery

• Support the delivery of IT services in accordance with contractual requirements while achieving agreed service levels and operational KPIs.
• Manage and maintain ICT infrastructure including servers, storage, backup systems, laptops, desktops, printers, AV systems, Wi-Fi, Microsoft platforms, virtualization environments, VPN, Active Directory, DNS, DHCP, Microsoft 365 services, Azure, security platforms, and endpoint protection.
• Manage business applications including CMIS, CAFM systems, Microsoft Dynamics, MRI Evolution, MRI Go, Salto, biometric systems, SMS platforms, web services, and related integrations.
• Maintain integrations between CAFM systems, Student Information Systems, access control systems, and space management applications.
• Manage Call Centre systems, VoIP phones, backup solutions, SAN/NAS storage, software updates, Windows updates, firmware upgrades, and IT hardware/software inventories.
• Generate operational reports and maintain technical documentation.
• Support IT innovation projects, lifecycle projects, and technology roadmaps.
• Coordinate with vendors for hardware, software, and technical support.
• Provide backup support to the user support team and perform additional duties as required.

Finance, Procurement & Asset Management

• Assist in implementing annual departmental plans related to finance, procurement, and asset management.

Stakeholder Engagement

• Respond promptly to stakeholder enquiries through face-to-face communication, telephone, email, and written correspondence.
• Support the creation and review of manuals, work instructions, ISO documentation, and internal audits.

Compliance

• Ensure IT services comply with statutory regulations, organizational standards, and industry best practices.
• Identify operational risks, maintain compliance records, and escalate significant issues appropriately.

Technical Responsibilities

• Use the IT Service Management (ITSM) platform for incident logging, service request management, and change management.
• Install and deploy software patches and security updates to maintain compliance with organizational IT governance requirements.

People & Culture

• Conduct regular health checks to ensure accurate user profiles, access rights, and system integrity.
• Escalate challenges promptly and provide emergency shift support when required.
• Support the Helpdesk team during operational requirements.

Data Management & Database Governance

• Ensure the integrity, consistency, and governance of facilities master data.
• Manage data relating to assets, locations, work orders, and maintenance history.
• Apply SQL and data validation techniques for troubleshooting and analysis.

Digital Transformation Support

• Support digital transformation initiatives, technology enhancements, and business process improvements.
• Assist in evaluating emerging technologies and preparing business cases.
• Coordinate implementation of automation solutions and new digital applications.

Ad Hoc Responsibilities

• Perform additional responsibilities assigned by the CAFM Manager.
• Support emergency and after-hours responses for critical incidents.
• Provide additional support to meet departmental and organizational requirements.

Team & User Support

• Provide technical guidance to junior staff and act as an escalation point for complex technical issues.
• Develop training materials and deliver training sessions for users and internal teams.

HSE Job Responsibilities

• Comply with the organization’s QHSE policies and procedures at all times.
• Work safely and report hazards and incidents to supervisors or managers.
• Participate in QHSE training, audits, inspections, and related programs.
• Exercise personal responsibility for health, safety, and welfare.
• Promote environmental sustainability through responsible resource conservation and waste minimization.

Knowledge, Skills & Experience

• Degree in Computer Science, Information Technology, or a related discipline, or equivalent experience.
• Minimum of five years’ experience in System Administration with a strong understanding of IT Department methodologies.
• Microsoft Certified System Administrator or equivalent certification.
• Strong technical troubleshooting and fault diagnosis skills.
• Experience supporting enterprise IT infrastructure, databases, servers, and business applications.
• Ability to manage multiple priorities and communicate effectively with stakeholders at all levels.
• Experience maintaining complex databases and responding to emergency situations when required.

Behavioral Competencies / Attributes

• Strategic Thinking
• Leadership and Team Development
• Customer Focus
• Business Acumen
• Stakeholder Management
• Innovation and Continuous Improvement
• Decision Making
• Problem Solving
• Negotiation and Influencing Skills
• Change Management
• Results Orientation
• Collaboration and Teamwork
• Accountability
• Communication and Presentation Skills
• Adaptability and Resilience