الوصف الوظيفي
Plan and manage the operational activities of the IT Service Desk team, ensuring that the level of customer service is aligned with the business’ requirements.
Assists the IT Service Desk Manager and works closely with the IT Service Desk team as required.
MAIN DUTIES AND RESPONSIBILITIES:
Helpdesk:
1. Team Lead of IT Service Desk, manage the team activities including shifting schedules on monthly basis and strategic resource planning ensuring the level of support requirement for head office and branch location.
2. Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met.
3. For all requests that cannot be directly resolved, provide an effective interface at the highest level between customers and service providers; ensuring that priority setting and escalation procedures are applied effectively.
4. Ensures high quality services are provided to customers in compliance with IT policies and procedures.
5. Improve efficiency and effectiveness of helpdesk activity by analyzing and proposing recommendations for improvement.
6. Produce weekly and monthly statistics and performance reports.
Infrastructure:
7. Provide 1st and 2nd line support on desktop systems, including SCCM and Windows.
8. Manage projects on behalf of Head of IT Infrastructure, ensuring timescales and project completion are adhered to.
9. To oversee new Branch IT Installations and office closures/moves.
المهارات
Work experience:
· At least 3 years or above relevant IT support/service related experience.
· At least 1 year experience in managing Help/Service Desk teams.
· Has a network support experience or background (CCNA equivalent).
· Has a Windows OS and Microsoft Applications support experience or background (MCP equivalent).
· Has a Windows Administration support experience (MCSA equivalent)
· Has a Citrix support experience or background on Thin-Client implementation.
· Has a SCCM administration or support experience is a must.
· Has a good communication skills and customer oriented individual (BPO experience).
· Team Leader, Self-motivated and willing to work on demanding environment with minimal supervision.
Professional experience:
§ Working knowledge of IT Service Desk operations.
§ Working knowledge of event, incident & problem management processes and tools.
§ Proven track record of providing excellent customer service within an IT environment.
§ Knowledge of the IT infrastructure (hardware, operating systems, local area networks etc.) used within own organization.
§ Customer focus, understanding the needs of customers and keeping them in mind when taking actions or making decisions. Awareness of customer service techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of products and services.
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة الاستعانة بالمصادر الخارجية للموارد البشرية
طبيعة عمل الشركة شركة توظيف
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 3 الحد الأقصى: 10
الشهادة بكالوريوس/ دبلوم عالي
*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/qatar/jobs/sr-servive-desk-engineer-3997624/
سجل سيرتك الذاتية الآن مجانا لتتقدم لآلاف الوظائف، وتتواصل مع الآف الشركات (+40 ألف شركة)، فقط أكمل نموذج التسجيل
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