As part of our commitment to Emiratisation, this role is prioritised for Emirati talent - supporting the development of future leaders in the insurance industry.
Purpose
The Workplace Technology Associate Abu Dhabi will lead the resolution of incidents and requests into the Workplace Technology team from our Abu Dhabi office, ensuring that all customer interactions are dealt with at the first touch and are right first time.
Key Tasks & Duties
In this exciting role you will:
- Assist the Infrastructure and Workplace Technology Manager with monitoring the incident and request queues, prioritising & keeping VIP users updated, reconciling user accounts, etc.
- Maintain compliance with the agreed service & change deliverables as well as risk & security policies and procedures.
- Own the progress of the call from inception to resolution and keep customers informed of the progress of their reported incident and requests.
- Ensure that incidents and requests are handled according to Workplace Technology Services SLA's. Guarantee that the end-to-end ownership of issues is managed to the satisfaction of the customer.
- Manage your Stakeholders to ensure the provision of first-class user support.
- Maintain a close working relationship with other operational support teams within Lockton MENA Technology Operations.
- Prioritise & escalate problems based on the business impact and reported problems.
- Regularly report the current status of the Workplace Technology Services and support status.
- Identity and pursue new ways to improve the efficiency
Key skills and experience required:
You're a passionate Workplace Technology Associate, whose main goal is to deliver a premier service to the wider business. Customer service is paramount to its success, and you strive to maintain a high bar.
- Proficient with Managed Engine, Windows, Office 365, Outlook and AD to receive, log and resolve calls made to our internal Lockton MENA Service Desk.
- Experience in creating and maintaining Process Documentation
- Apple Device support skills including iPhone's, iPads and Mac Infrastructure
- An appreciation of the wider technologies provided and supported by other teams within the company.
- Proven experience performing 1st/2nd line support within a Service Desk Environment
- Knowledge of ITIL Foundation Exceptional written and verbal skills
- A structured and efficient method to working
- Ability to communicate to all levels of the business when discussing issues & functions of the Workplace Technology Team
Provide Excellence in Service to Our Clients, Our Markets, & Our Associates
- Takes personal responsibility for managing internal and external client relationships.
- Takes pride in and accountability for understanding and exceeding client expectations.
- Focuses on adding value.
- Delivers what the client expects, knows what they desire, and impresses them by delivering the unexpected.
- Written and verbal communication is clear and concise.
Provide commitment to the development of ourselves & our associates
- Attend in house classes and workshops for continuing development.
- Attend training programs, conferences or courses to improve present job skills.
- Complete all mandatory training within agreed timescales.
- Take responsibility for own career and development.
- Treat all associates with dignity, fairness and respect.
- Represents Lockton well within the community.
Be committed to enabling financial success
- Promotes growth through excellence in service provided.
- Identifies and promotes cross selling opportunities.
- Works with clients, markets & associates to ensure cash management is within agreed standards and targets.
Drive service excellence, efficiency, & productivity through effective business operational processes
- Demonstrates flexibility to change.
- Identifies improvement opportunities.
- Ensures quality is evidenced.
- Ensures compliance with relevant legal and regulatory requirements through following.
- Lockton policies and procedures
- Maintains specialised knowledge in order to provide maximum value to the client
