Service Desk Manager
Almajdouie
Saudi Arabia,Eastern Province,Dammam
2d ago
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.
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