Jobs in Emirates - career in Emirates - vacancies in Emirates-IT Service Desk Supervisor - Smart Technology Services DWC-LLC-Jobs in Emirates - career in Emirates - vacancies in Emirates
Job Specific Responsibilities:
- Lead, coordinate and allocate incidents and requests
- Provide technical mentoring and coaching for team members where appropriate.
- Be an escalation point and provide coordination and support for the Service Desk during high severity/major incidents
- Provide communication/notification to customers in preparation for planned work and unplanned outages
- Identify potential problems and work with other function team leaders on resolving recurring incidents/requests
- Ensure processes are carried out in accordance with agreed standards or procedures:
Record, classify and prioritize requests and incidents in via phone call, walk in, email or web form templates
Identify and record incident symptoms, determine possible root causes and either resolve or allocate for resolution.
Ensure documentation of incident resolution, where it may be reusable is submitted into knowledge base.
Verify with the affected users that the service request/incident has been satisfactorily fulfilled/resolved and then close.
Provide reporting on call volumes and incident trending within the Service Desk and IT operations team
Day to day management of the first line Service Desk function:
Ensure that the Service Desk is an excellent deliverer of Customer Service
Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team
Be responsible for the operational management of call assignments within the Service Desk team and to other parts of the support model as appropriate
Provide weekly and monthly report on calls volume, incidents and service requests handled by the Service Desk team
Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
Raising Service Desk Team observations and recommendations to the Service Delivery Manager regarding:
Identification of problems or recurring incidents
Identification of trends in incidents and services requests logged and input for consideration as projects, upgrades, or problem management
Contribute on IT recruiting and staff onboarding event. Provide training and knowledge transfer
Monitor Call center calls and prepare monthly reports.
Other Ad-Hoc tasks given by CLIENT management in related field
Job Details
| Posted Date: | 2020-06-18 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Information Technology |
| Company Industry: | Telecommunications |
Preferred Candidate
| Career Level: | Mid Career |
| Gender: | Female |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
| Degree: | Bachelor's degree |
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Jobs in Emirates - career in Emirates - vacancies in Emirates-IT Service Desk Supervisor - Smart Technology Services DWC-LLC-Jobs in Emirates - career in Emirates - vacancies in Emirates
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