Lead Service Desk, Emirates Integrated Telecommunication Company

Job Duties of A Lead Service Desk

• Oversee the day to day operations of the Service Desk ensuring a high level of quality and colleague satisfaction. This includes front line incident & request management.
• Lead, motivate, coach and further develop the technology service desk team.
• Lead the team to identify & develop innovative solutions to improve 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 & request volumes.
• Develop & implement strategy, standards and procedures for the Service Desk and other related services.
• Handle all incidents and service requests effectively across each channel within agreed SLAs to deliver colleague satisfaction.
• Drive improvement opportunities across the team to further optimize service delivery, service levels and colleague satisfaction.
• Ensure relevant legislative & organizational requirements are met, keep up to date on all key changes to relevant regulations.

Who Can Apply?

Qualification

• Bachelor of Engineering (B.E) in electronics & communication.

Experience

• 5 years of experience managing service desk.

Skills & Knowledge Desired