IT Service Desk Manager
IT Service Desk Manager
الوصف الوظيفي
Job Summary
Manages the all the component of the Service Desk within the IT Shared Service. Provides leadership and develop a Customer First culture within the team as they represent the main route for all users to access the IT Services.
Job Responsibilities 1
* Leads and manages the IT Service Desk ensuring the Service Desk team is appropriately resourced, skilled to provide 1st and 2nd level customer support for all IT Services according to SLA's, work practices and procedure.
* Esure Level 1 and Level 2 customer support for all IT Services. Coordinate with external vendors and product principles for L3 and L4 support.
* Ensure constant supervision of daily work ticketing software (Help Desk software)
* Manages all high severity incidents including post incident review of Severity 1 incidents
* Ensure customer satisfaction surveys and review customer feedback. Take appropriate actions.
* Supervises Office 365 Admin Center and active directory service for users & groups creation, deletion and suspension
* Supervises technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Walk customer through problem-solving process.
* Monitors the ticketing system database and follow-up with assigned technical support staff.
* Ensures IT Service Desk Dashboards are up to date and continually improved.
* Analyzes trends in Help Desk requests and generate statistical monthly report
* Measures performance of technicians & to take preventive action so that daily amount of issues can be reduced
* Ensures IT Technicians are continually trained on new systems and technologies where needed
* Ensures effectiveness of response to queries either in person or over the phone.
* Provides after office hours support as needed.
Job Responsibilities 2
Additional Responsibilities 3
Job Knowledge & Skills
• Knowledge for advising user on appropriate action
• Knowledge in identifying and escalating situations requiring urgent attention
• Knowledge in providing current system information, changes and updates
• Knowledge in costumer handling and building relationship.
• Knowledge of techniques used in the design applications.
• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.
Job Experience
12 years of job-related experience and 3 years experience in similar positions.
Competencies
Collaboration
Accountability
Resilience
Quality
Leadership
Creates Strategy – Developing
Drives Performance – Developing
Develops Future Leaders – Developing
Cyber Security L3
IT Security L3
Help Desk Escalation Procedures L3
Help Desk Hardware Support L3
ITIL Capacity Management L3
Education
Bachelor's Degree in Information Technology
الوصف الوظيفي
المهارات
Managing help desk and Service engines
المهارات
تفاصيل الوظيفة
- منطقة الوظيفة
- الدوحة, قطر
- قطاع الشركة
- خدمات تكنولوجيا المعلومات
- طبيعة عمل الشركة
- صاحب عمل (القطاع الخاص)
- الدور الوظيفي
- غيرذلك
- نوع التوظيف
- دوام كامل
- الراتب الشهري
- غير محدد
- عدد الوظائف الشاغرة
- 1
تفاصيل الوظيفة
المرشح المفضل
- المستوى المهني
- إدارة
- الشهادة
- بكالوريوس/ دبلوم عالي
