Job Description

• Lead activities of the Service Desk to diagnose and resolve client problems.
• Implement Service Desk Standard Operating Procedures
• Take escalated issues and resolve or refer to specialized expert as needed.
• Take overall responsibility for incident management and request fulfilment on the Service Desk.
• Keep Users regularly updated with Alerts advising of any new or changed information.
• Implement a Continuous Improvement Program with defined performance goals and metrics, and monthly reviews.
• Create and maintain an IT Service catalogue.
• Develop Service Level Agreements as needed.
• Answer Service Desk Calls as needed and work on trouble tickets.
• Develop new procedures to measure & enhance customer satisfaction.
• Achieve more than 95% customer service satisfaction.
• Prepare and manage the budget for the Service Desk operations.
• Provide Monthly Report on service delivery performance to Management
• Moderate travel to project sites may be required.
• Liaison with technical vendors.
• Expert in all aspects of the service desk manual
• Perform other duties and responsibilities as assigned or directed by the reporting Manager.

Requirements

• Bachelor’s degree in Information Technology or Computer Science.
• 4 or more years of hands-on experience providing service desk support in large complex environment governed with ITIL framework.
• 1-2 years of experience as Team Lead having Solid knowledge and understanding of Service Desk Operations and customer experience improvement.
• Should have UAE driving license
• ITSM & ITIL knowledge (incident, problem, change, SLAs, ticketing tools like ServiceNow/Jira)
• Microsoft 365 + Identity administration (M365, Entra ID/Azure AD, AD, MFA, Teams/Exchange basics)
• Endpoint & OS support (Windows 10/11 troubleshooting, Intune/SCCM, device compliance)
• Networking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi-Fi troubleshooting)
• Security + escalation readiness (phishing awareness, EDR escalation process, access control basics, documentation/KB skills)