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Lead Service Desk

5.00 to 10.00 Years   Dubai, United Arab Emirates   06 Sep, 2023
edara
1 Jobs Openings
Job LocationDubai, United Arab Emirates
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryTelecommunications; IT Services
Functional AreaNot Mentioned

Job Description

Job PurposeEffectively managing, developing, and supporting the Service Desk provision across EITC organizationEmbedding a culture of continuous improvement, including ensuring that all Service Desk processes are thoroughly documented, consistently audited, and regularly improvedEnsuring that the Service Desk performance provides a consistent and effective colleague experience, best supporting the business needs and based on delivery to agreed SLAs and KPIsShaping and delivering the Group Service Desk strategyCoordinating and managing all relevant stakeholders (internal and third party), including the Service Desk teams, customer operations and wider teams involved in Service Desk operations and incident/request resolution.Key accountabilities

  • Oversee the day-to-day operations of the Service Desk ensuring a high level of quality and colleague satisfaction. This includes front line incident and request management
  • Lead, motivate, coach and further develop the technology Service Desk team
  • Lead the team to identify, and develop innovative solutions to improve the technology experience across the Functional units
  • Manage and communicate SLAs to key stakeholders.
  • Proactively provide reporting, metrics and insights for stakeholders, which includes analyzing data/usage of applications, incidents and requests to identify problems and proactively reduce incidents and request volumes
  • Develop and implement the strategy, standards and procedures for the Service Desk and other related services.
  • Ensure all incidents and service requests are handled effectively across each channel within agreed SLAs to deliver colleague satisfaction
  • Drive continuous improvement opportunities across the team to further optimize service delivery, service levels, and colleague satisfaction. This includes actively seeking opportunities for automation and process efficiencies.
  • Ensure relevant legislative and organizational requirements are met; keep up to date on all key changes to relevant regulations.

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