• Ensure that the Service Desk is managed with the appropriate number of resources to provide support to end users via email and telephone.
• Pro -actively monitor support mailboxes and IPCC system and ensure all emails and phone calls are handled properly.
• Create document, and review work restrictions to help deal with similar incidents and requests.
• Act as a first point of escalation for SDAs and SDTLS for all issues related to the service desk team.
• Inform management of any P1 tickets or problematic tickets and escalate accordingly.
• Recruit, Train new joiners, monitor their performance with SDTL during the probation.
• Ensure that the service desk reports are prepared and shared with the correct parties on time within agreed SLA’s.
• Coach and motivate the service desk team members and identify required training to ensure that the service desk is constantly developing and improving.
• Conduct resource planning and make sure that any resource shortages within the team are highlighted to the business.
Degree holder
Minimum 5 years experience in Qatar in a similar role
Excellent communication skills (Arabic will be an added advantage)
Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
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