SERVICEDESK TEAM LEAD

• Manage Service Level Agreements (SLAs) for responsiveness, completeness of solutions provided, and user satisfaction.

• Collect and produce impeccable operational data in an efficient manner.

• Ensure the team has the proper tools, training, and mentorship required to succeed from both a technical and non-technical perspective.

• Provide ownership and quick resolutions for any notifications.

• Monitor Service Desk metrics (e.g. KPI, SLA, OLA, etc.) to evaluate and improve performance

• Produce and maintain technology process documentation such as Checklists, Work Processes, SOPs, TSBs, etc.

• Up scale the internal IT parameters (CMDB, Service Catalog, etc.)

• Establish and optimize schedules to keep staff coverage and service in line with forecasted demands

• Be responsible for monitoring agent calls, analyzing performance, and providing feedback for process improvement in quality and service standards.

• Act as an effective escalation point of contact for all issues and requests coming to Global Service Desk, ensuring Service Level Agreements (SLAs) are upheld.

• Coordinate the service desk team members in their daily duties of attending to clients/users who come to make inquiries and facilitate good customer service culture in team members.

• Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company

• Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference

• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness

• Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace

• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions

• Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.

EXPERIENCE/KNOWLEDGE & SKILLS

• Excellent written skills including grammar, punctuation, and the ability to communicate professionally with clients and document work performed.

• Showcase good interpersonal skills for customer relations.

• Ability to work under pressure.

• Must have good leadership skills to carry people along.

• Must be knowledgeable about service desk system and IT tools.

• Must have good judgment in handling serious customer problems.

• Ability to manage own time effectively and to be prompt and punctual.

• Experience of working effectively within a team and collaborating with others to achieve a goal

• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.

• Ability to communicate verbally via the telephone with clients and vendors.

• Experience of delivering a high level of customer service.

• Understanding of operating systems, business applications, printing systems, and network systems.

• Ability to multi-task and adapt to changes quickly.

• Technical awareness: ability to match resources to technical issues appropriately.

• Service awareness of all organization’s key IT services for which support is being provided.

• Understanding of support tools, techniques, and how technology is used to provide IT services.

• Self-motivated with the ability to work in a fast-moving environment.

• English & Arabic Speaking is MUST.

QUALIFICATIONS

• At least 5+ years of experience in IT operations as a Team Lead or Supervisor

• Associate or bachelors degree in a computer related field or equivalent technical expertise

• MCSE & CCNA certification preferred.

• ITIL V3 Foundation Certification is MUST

Job Type: Full-time

Salary: Up to AED6,000.00 per month

Ability to commute/relocate:

• Sharjah: Reliably commute or planning to relocate before starting work (Required)

Language:

• ARABIC (Required)