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Lead Service Desk

5.00 to 7.00 Years   United Arab Emirates, Dubai   13 Sep, 2023
edara
Job LocationUnited Arab Emirates, Dubai
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther
Functional AreaNot Mentioned

Job Description

Job PurposeEffectively managing, developing, and supporting the Service Desk provision across EITC organization. Ensuring 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 KPIsKey Accountabilities

  • Oversee the day-to-day operations of the Service Desk ensuring a high level of quality of 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.
  • 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.
Qualification, experience and skills
  • 5 years of experience managing service desk
  • Good understanding of IT solutions
  • Monitor tickets to ensure resolution
  • Strong with Windows and Active Directory
  • HPSM, CRM & Beyond Trust ticketing system
  • Manage all endpoints including PCs, laptops, MAC, printers and mobile
  • Experience with remote access, Netscaler VPN, Citrix, SharePoint
  • ITIL V4 Foundation certified
  • Ability to work with vendors
  • Bachelors of Engineering (B.E) in electronics & communication

Keyskills :
Hpsm Citrix It Solutions Active Directory Sharepoint Vendors CRM

About Company

Etihad Airways is the second flag carrier airline of the United Arab Emirates. Its head office is in Khalifa City, Abu Dhabi, near Abu Dhabi International Airport. Etihad commenced operations in November 2003. It is the second-largest airline in the UAE after Emirates. The name Etihad is Arabic for 'United'.

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