Servicedesk Team Lead

4 weeks ago

Sharjah, United Arab Emirates Telephony Communication Technologies LLC Full time

JOB DESCRIPTION:

- 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.
- 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 bachelor’s degree in a computer related field or equivalent technical expertise
- MCSE & CCNA certification preferred.
- ITIL V3 Foundation Certification is MUST

**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)

License/Certification:

- MCSE & CCNA Certification (preferred)
- ITIL V3 Foundation Certification (required)

Application Deadline: 24/03/2023

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