The Abu Dhabi Accountability Authority (ADAA) is hiring a Lead Specialist for Smart Applications. This role is responsible for providing technical support for all end-user IT programs and hardware within ADAA, including help desk operations and system configuration. You will align processes to maintain system availability, efficiency, and performance for information systems.

What You'll Do

Assist in developing, implementing, and updating the department's manual policy, operational procedures, delegation of authority, system user guides, and standard forms.
Assist in developing, implementing, and updating the department's strategic plans, budget, procurement, and operational plans.
Ensure the achievement of individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.
Provide technical support for technical challenges related to software, applications, and systems, and recommend solutions to resolve problems.
Perform regular and on-demand preventive maintenance for end-user hardware and technical equipment.
Monitor and replace technical assets as needed according to established ADAA policies.
Install and update operating systems, software, and applications on devices and equipment to ensure their sustainability.
Analyze requests/reports received in the technical support platform, monitor common requests/reports, prepare documentation, and recommend solutions to resolve issues.
Update and modify unit functions to ensure ADAA's application systems continuously meet user information requirements.
Test technical configurations with a range of functions that meet user information requirements.
Conduct pilot testing for the unit's technical configurations of end-user systems and devices to ensure they provide the required degree of functionality and reliability.
Maintain personal knowledge of technical developments and different system configurations and settings.
Provide an effective first-line interface with users seeking IT support by receiving calls, emails, and service desk tickets, and logging and tracking requests, incidents, and complaints.
Identify end-user internal and external stakeholder requirements regarding technical support and information, and ensure their expectations are studied.
Conduct analysis of incident logs, classify incidents, match them with known errors and problems, and assess relevant configuration details to provide ongoing support.
Maintain records for quick/effective response/resolution of major or high-priority issues and inform users of actions to be taken.
Assist users regarding systems, products, and services available to end-users and provide information on updates, known errors, availability changes, and new facilities.
Assist in coordinating external technical support when problems cannot be resolved internally, based on instructions from the IT Manager.
Prepare instruction manuals and reference guides for easy access by staff.
Monitor the documentation of supported systems and software in an appropriate format and provide feedback on outdated documentation.
Track and monitor IT assets (hardware and software) to maintain inventory.
Ensure completion of required training and certification programs to keep up with job requirements.
Obtain timely performance appraisals for semi-annual and annual performance reviews and ensure achievement of specified performance indicators.
Stay updated with information relevant to the role to ensure a standard level of performance is achieved.
Contribute to disseminating/sharing knowledge to build the team's internal capabilities and maximize their effective performance.
Contribute to the development of national staff in line with the Authority's goals and Emiratization strategy.
Ensure adherence and compliance to all ADAA institutional policies, procedures, and guidelines (HR, IT, Procurement, Finance, Health & Safety, etc.).
Prepare departmental correspondence such as emails, memos, and letters to ensure professionalism, completeness, and accuracy of information.
Maintain, protect, and archive physical and electronic documents and records related to the department according to relevant policies and procedures.
Respond to any department-related inquiries and provide required support to ADAA organizational units and relevant employees when needed.
Use relevant technologies employed within ADAA to improve work efficiency.
Demonstrate compliance with ADAA values, Code of Conduct, and Ethics at all times.
Contribute to identifying opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.
Contribute to the timely and accurate preparation and submission of data and reports to meet departmental requirements and quality standards.
Collaborate in applying relevant health and safety legislation, policies, and procedures in performing duties.
Perform tasks and responsibilities independently unless approval or guidance is obtained to delegate the task to other employees.
Ensure teamwork, collaboration, and dedication in performing duties.

What We're Looking For

A Bachelor's degree in a related field.
0 - 3 years of relevant experience in technical support or equivalent work experience.
Proficiency in Arabic and English languages.