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Manager Service Desk

3 months ago

Sharjah, Sharjah, United Arab Emirates Acceler8 Talent Full time
  • Leads the service desk team to carry out customer support operations properly and promptly, monitors and evaluates the overall performance to ensure problems are timely responded to and accurately resolved.
  • Ensures all problems and gaps handled by the service desk are rightly identified and appropriate technical non technical solutions are applied.
  • Establishes maintains excellent relationships with clients, stakeholders, business users, suppliers, vendors and other ISA teams to ensure improvements in the products and services provided to ISA clients and to resolve any problems.
  • Develops and implements customer service delivery standards to better serve ISAs vision, mission and business requirements and to ensure customer satisfaction and loyalty. Partners with line managers to drive related activities results, bringing on board highest level of creativity in service.
  • Creates support knowledge base by managing the development and communication of IT support manuals, technical notes and articles to clients in line with SLAs.
  • Contributes to improving customer support by actively responding to queries and managing complaints directly or through the service desk team provides clients feedback to the different ISA teams.
  • Contributes to the development and implementation of processes and service level agreements of incidents management and service requests management.
  • Ensures a complete and accurate database of IT assets within ISA is established and maintained, and all security, integrity, and business continuity controls and documents are being applied within the respective area.
  • Provides necessary support and guidance in evaluating, testing, and implementing new technology such as systems and platforms. Participates in different projects as required.