Emirates Integrated Telecommunications Company
The Emirates Integrated Telecommunications Company (EITC) presently has job opening for suitably qualified candidate for position of a Lead Service Desk. The candidate will be required to work at Dubai International Academic City. This job was posted on 6 Sep 2023 and is now open for desirous candidates to apply.
Job Purpose of A Lead Service Desk
To provide leadership and oversight for service desk team, ensuring efficient resolution of IT related issues and exceptional customer support.
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
- Proven ability to lead large transformation projects.
- Ability to lead teams and groups.
- Strong negotiation and facilitation skills.
- Proven track record of managing vendors.
- Proven track record in governance and financial management.
- Strong management skills in a multi-cultural and multi-national environment.
- Good understanding of IT solutions.
- Strong with windows and active directory.
- HPSM, CRM & Beyond Trust ticketing system
- Manage all endpoints including PC’s, laptops, MAC, printers and mobile.
- Experience with remote access, Netscaler VPN, Citrix, SharePoint.
- ITIL V4 Foundation certified.
- Ability to work with vendors
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