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IT Service Management
2 weeks ago
IT Service Management Administrator to join our dynamic IT team.
The IT Service Management Admin helps to ensure a positive customer experience by helping the team prioritize workload and manage expectations on incidents and requests from the IT Customers.
This person is the point of escalation for incidents and requests for the service management function. Create and maintain regular management metric reports and take ownership of the service management tool and processes.Work Location:
Dubai Investment Park 1
KEY RESPONSIBILITIES
- Contribute to the team's workload by helping manage unassigned incidents/requests
- Maintain integrity and accuracy of databases
- Verify incidents/requests are handled within expected SLA's, by helping the team prioritize their incident/request workload, escalating those that will not meet the appropriate SLA's
- Uses ITIL, ITSM Service Management best practices
- Maintain SLA metrics and work with the team to review and identify recurring issues, patterns, or opportunities, create and provide reporting
- Develops and maintains processes to gather core data elements related to asset, inventory, contract, supplier and procurement activity for import into the IT Asset Repository.
- Track asset utilization and ensure assets not in use are recovered, inventoried, relocated, or disposed of in accordance with company policies and procedures.
- Ensure the ontime delivery of equipment to meet project and end user expectations.
EXPERIENCE & QUALIFICATIONS:
- University Degree Or Equivalent Experience.
- 4+ years experience with service desk, asset management and ITIL methodologies preferred
SKILLS, KNOWLEDGE & ABILITIES
- Excellent Customer Service
- Strategic thinker with excellent negotiation, math, analytical and organizational skills required
- Focus on organization and proactive followup skills
- Must be capable of handling multiple tasks in a deadline driven environment
- Specific experience with Information Technology, asset management and ITIL methodologies
- Fluency in spreadsheets (Excel)
- Outstanding communication skills to effectively work with internal customers and outside vendors and all levels of management
Application Question(s):
- What is your Salary Expectation? (mandatory)
- What is your notice period? (mandatory)
Ability to Commute:
- Dubai (required)
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