Firm Overview
Lunate is an Abu Dhabi-based, partner-led, independent global alternative investment manager with more than 200 employees and $110 billion of assets under management. Lunate invests across the entire private markets spectrum, including buyouts, growth equity, early and late-stage venture capital, private credit, real assets, and public equities and public credit. Lunate aims to be one of the world's leading private markets solutions providers through SMAs and multi-asset class funds, seeking to generate best-in-class risk-adjusted returns for its clients.
Role Overview
As a First-Level Support Specialist, you will be the initial point of contact for all internal IT support requests. You will deliver professional, first-class service by diagnosing, resolving, and escalating hardware, software, and application issues—resolving 70–80% of incidents at Tier 1 level.
In addition to support responsibilities, you will play an active role in CMDB administration, IT asset management, and supporting vendor contract and subscription management activities. Your contributions will help ensure service accuracy, cost control, and high‑quality IT operations across the organization.
Key Responsibilities
Service Desk & Technical Support
- Serve as the first line of contact for IT incidents via phone, email, chat, or helpdesk platform.
- Perform first-level troubleshooting for desktops, laptops, mobile devices, printers, and common applications.
- Log, classify, and track all incidents and service requests accurately in the helpdesk platform.
- Evaluate and escalate unresolved issues to second-level or specialized support teams, following SLAs and escalation procedures.
- Assist with new employee onboarding, including workstation setup, user accounts, and software installation.
- Maintain and update the IT knowledge base by documenting fixes, workarounds, and user instructions.
CMDB & Asset Management
- Maintain accuracy of the Configuration Management Database (CMDB), including updating CI records, attributes, and relationships.
- Assist with CI verification activities and contribute to maintaining data integrity across IT services.
- Support IT asset lifecycle management, including tagging, tracking, updating asset records, and assisting with periodic audits.
- Ensure timely updates of hardware/software asset statuses (assigned, in‑stock, retired, under warranty).
Vendor & Subscription Support
- Assist in maintaining records for vendor contracts, renewals, warranties, and IT subscriptions.
- Coordinate with vendors on device returns, replacements, and service requests as needed.
- Support the tracking of software licenses to ensure compliance and efficient utilization.
- Provide basic reporting related to vendor services, subscription usage, and contract expirations.
Service Management & Operations
- Ensure adherence to ITIL-aligned service management processes and internal IT policies.
- Meet or exceed predefined SLAs for response and resolution times.
- Support regular IT tasks such as updates, patch coordination, and routine system checks.
- Collaborate with IT colleagues on process improvements and user experience enhancements.
Qualifications & Skills
- 5–7 years of experience in IT support or service desk roles, ideally within a mid‑to‑large corporate environment.
- Strong understanding of IT service management and configuration/asset management fundamentals.
- Proficient in helpdesk systems (e.g., ManageEngine ServiceDesk).
- Experience with asset tracking tools or CMDB platforms is an advantage.
- Strong troubleshooting capabilities for hardware, software, and connectivity issues.
- Excellent communication skills with the ability to explain technical concepts clearly.
- Customer-oriented mindset with professionalism when handling users under pressure.
- ITIL Foundation certification is highly desirable.
- Ability to prioritize effectively, multitask, and adapt to changing business needs.
