Service Desk Manager
Almajdouie
Saudi Arabia,Eastern Province,Dammam
منذ 4 يوم
source : drjobs.ae

Main duties :

  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement.
  • Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).

  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.
  • Prepare budget proposals and operational expenditure statements.
  • Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
  • Coordinate with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
  • Ensure appropriate training initiatives for new and existing staff.
  • Oversee Service Desk technology deployment, installation, configuration tasks activities.
  • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • بلغ عن هذه الوظيفة
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    قدِّم طلب ترشيحك
    بريدي الالكتروني
    بالضغط على "واصل" ، أعطي موافقة neuvoo على معالجة بياناتي وإرسال تنبيهات إلي بالبريد الإلكتروني ، على النحو المفصل في سياسة خصوصية لـneuvoo . يجوز لي سحب موافقتي أو إلغاء الاشتراك في أي وقت.
    واصل
    استمارة الطلب