Provide day-to-day operational direction, leadership and support to a team of IT Helpdesk Desk Team, ensuring service levels, quality, productivity and availability objectives are met.
Duties & Responsibilities:
• Record and respond to IT requests for 1st and 2nd line support efficiently, effectively, and professionally.
• Ensure that all appropriate Service Desk processes are implemented and effective in accordance with ITIL and client Service Framework guidelines.
• Must be able to work on any Help desk system based on the ITIL or similar framework.
• Manage the IT service desk's performance, ensuring all SLAs are achieved and reporting against the Service Desk statistics.
• Maintain a focus on best practices in service desk management and service delivery management, working to bring these practices into use.
• Ensure IT service desk policies and procedures are adhered to, and best efforts made to achieve SLAs.
• Work with the Infrastructure team to keep up to date with changes to enterprise systems, and be involved in handover to support 'business as usual' support calls.
• Work as a team to ensure that the best result are delivered to the organization
• Manage relationships across departments and sites, ensuring that good service desk delivery is in place.
Job Details
| Date Posted: | 2013-09-25 |
| Job Location: | Doha, Qatar |
| Job Role: | Technology/IT |
| Company Industry: | Construction/Civil Engineering; Transportation |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Certification / diploma |
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