Information Technology Service Desk Manager (Arabic Speaking) – Power International Holding

Company: Full Time Jobs in Qatar
  • Location: Doha, Qatar View on Map
  • Date Posted: December 11, 2022
  • Salary: Negotiable
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About the job

Job Summary

Manages all the components of the Service Desk within the IT Shared Service. Provides leadership and develops a Customer First culture within the team as they represent the main route for all users to access the IT Services.

Job Responsibilities

  • Leads and manages the IT Service Desk ensuring the Service Desk team is appropriately resourced, and skilled to provide 1st and 2nd-level customer support for all IT Services according to SLA’s, work practices and procedures.
  • Ensure 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 customers through the 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 a statistical monthly report
  • Measures performance of technicians & takes 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 the response to queries either in person or over the phone.
  • Provides after-office hours support as needed.

Job Knowledge & Skills

  • Knowledge for advising users on appropriate action
  • Knowledge in identifying and escalating situations requiring urgent attention
  • Knowledge in providing current system information, changes and updates
  • Knowledge in customer handling and building relationship.
  • Knowledge of techniques used in design applications.

Job Experience

12 years of job-related experience and 3 years of experience in similar positions.

Mandatory experience in SAP and Manage Engine Service Desk platform.

Education

Bachelor’s Degree in Information Technology.

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