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MIS Service Desk Lead

1.00 to 10.00 Years   Cairo, Egypt   22 Mar, 2022
Cequens
1 Jobs Openings
Job LocationCairo, Egypt
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email, and appointment-based service.Develop effective working relationships with colleagues within and beyond IT Services in order to ensure that a consistent, high-quality service is delivered by the Service Desk based on SLA and Lead Procurement and Asset Management of the MIS department and working As an ITAM / CMDB specialist.Responsibilities

  • Lead the Service Desk team and daily operations.
  • Build a high-performing team through goal setting, regular one-on-one meetings, and performance management.
  • Implement lean and ITIL concepts ensuring all work processes are planned, documented, tested, and consistently reviewed for improvement opportunities.
  • Ensure Service Desk is aware of all projects, initiatives, or changes that impact services.
  • Responsible for the operational management of call assignments within the Service Desk team and to other parts.
  • Create and maintain technical and customer-facing documentation.
  • Assigns and manages the client trouble tickets and work orders assigned to the Service Desk team.
  • Undertake a weekly review of the First Line Service Desk call queues.
  • Ensure timely resolution and communication to the customer adhere to SLA.
  • Identify gaps in the process and areas for improvement and action.
  • Handling appropriate escalations in a timely fashion.
  • Discover, diagnose and triage user?s problems effectively and efficiently.
  • Assist with maintaining the inventory of computer assets and software licenses.
  • Develop a road map to mature the CMDB/Asset management processes.
  • Coordinate and manage the asset management workflows.
  • Manage vendor relationships, including pricing, contracts.
  • Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team.
  • Produce management information reports from ITSM systems.
  • Conduct regular surveys of users to determine the effectiveness of MIS services.
  • The service will be delivered from a central hub supporting a number of sites.

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