Job Description

CC Staffing

Free placement

IT Support Lead

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Job id: 315470

25 Mar 2020

Job Location

Riyadh, Saudi Arabia

Experience

5 to 10 years

Qualification Level

Graduate

Job Function

IT - Hardware
IT - Software

Skillset

Analysis, ITIL Certified, Communication, Process Improvement, IT Service Management, SLA

Jobseeker Nationality

Only Nationals of the Country for which the Job is posted

• Ensure responsive support for business users (incidents and requests for service) at all sites.
• Handle business user’s complaints and conduct satisfaction surveys.
• Define the process strategy and assist with the process design.
• Sponsor, design, and manage process changes and improvements.
• Ensure the appropriate levels of documentation and communication.
• Periodically review and audit process compliance and performance
• Address process-related issues and review opportunities for process improvements.
• Ensure process resources have required knowledge to perform activities.
• Coordinate all process related activities and ensure activities are carried out as required.
• Appoint resources to the required roles and manage process resources.
• Identify process improvement opportunities for inclusion in the CSI register.
• Work with the CSI manager to prioritize process improvements.
• Make improvements to the process implementation.
• B Sc. in computer science or engineering or equivalent
• ITIL operations certified at least
• Experience in implementing ISO 20000 and/or ISO 27001
• More than 5 years in end user support
• More than 2 years in ITSM process implementation
• Excellent communication and interpersonal skills.
• Experience in handling incidents, request for services and access requests
• Experience in handling support level agreement (SLA response and resolution)
• Experience in developing and maintaining service catalog,
• Experience in handling warranty and support agreements,
• Experience in conducting and analyzing the end user satisfaction surveys

Company Profile

CC Staffing International provides recruitment services tailored for both permanent placement and contractor options. At the heart of our service is the strength of our working relationship with managers and HR teams, to understand their needs and priorities, making the recruitment process both efficient and productive.

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