A fast growing international multidisciplinary technology group is looking for a Service Desk Manager to RELOCATE for a long term and very large scale project in the Gulf Region. The role is to manage the service desk operation and ensure that users are receiving the support and assistance needed according to SLA. Responsibilities: • Establish...
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Contract
Service Desk Manager
Competitive & negotiable salary.
A fast growing international multidisciplinary technology group is looking for a Service Desk Manager to RELOCATE for a long term and very large scale project in the Gulf Region.
The role is to manage the service desk operation and ensure that users are receiving the support and assistance needed according to SLA.
Responsibilities:
• Establish and enforce Service Desk SLA
• Analyze performance of Service Desk activities and deliver solutions for improvement and enhanced quality of service.
• Manage the process of incoming calls and effective resolution.
• Design process, policies and procedures for request handling, prioritization and escalation.
• Responsibility over training and coaching of Service Desk staff
Requirements:
• Previous experience in Helpdesk or Service Desk management
• Management of technical support team
• Exceptional knowledge of computer hardware, desktop and server operation systems
• Working knowledge of a range of diagnostic utilities
• Proven experience of developing and providing SLA and Service Desk deliverables.
• Knowledge of helpdesk ticketing system and processes.
• Fluent in English, exceptional written and oral communication skills.
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