Location – Qatar
Responsibilities:
– Lead and manage the day-to-day operations of the IT service desk team.
– Must have Strong background in ITIL.
– Ensure timely and effective resolution of user issues, incidents, and service requests.
– Develop and maintain service level agreements (SLAs) and ensure targets are met.
– Monitor performance metrics and generate regular reports on service desk operations.
– Establish and implement processes for incident, request, and problem management
– Handle escalated issues and ensure high customer satisfaction.
– Coordinate with other IT teams and departments for issue resolution and continuous improvement.
– Oversee the onboarding and offboarding of users from a service support perspective.
– Ensure proper documentation and knowledge base updates for common issues and solutions.
– Manage service desk tools and software; recommend improvements where necessary.
– Maintain asset and configuration management information related to user devices.
– Stay current with industry trends and technology changes to enhance service delivery.
– Support audits, compliance checks, and risk assessments related to IT support
Joining time frame: 2 weeks (maximum 1 month)