سرپرست تیم آی تی

آریا همراه سامانه

منتشر شده 3 سال پیش

Job Description

Job Purpose: The Service Desk Team Leader ‘s role is to oversee all Service Desk operations. Ensures high levels of customer service quality and availability by Service Desk staff. Responsible for managing all procedures related to identification, prioritization and resolution of incidents, including monitoring, tracking and coordination of Service Desk functions. Plans, designs, and analyzes the Service Desk Operation according to best practices. Develops, implements, and oversees policies and procedures to ensure consistent service levels and quick resolutions. Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. General working conditions • Call out work (24/7)

Requirements

Education: • IT or Computer B.Sc. qualification or equivalent Experience: • 5 years’ experience within the IT/Telecoms Experience. • 2 years of supervisory experience required, emphasis on IT Service Management • 2 years of IT Service Desk or equivalent experience Knowledge: • ITIL Certification • Service Management • Resource Management • Good knowledge of organization and MTNI services • Ability to coach and mentor process staff • Good command in English Language. • Excellent verbal and written communication skills Interpersonal Skills and competencies: • Good report writing skills. • Analytical Thinking • Active Listening • Customer Oriented Approach • Cope under Pressure • Self-Motivated

Employment Type

  • Full Time

Details

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