IT Service Desk Lead
Alef Education is a UAE based global organization striving to change the paradigm in education through innovative learning science framework and engaging multimedia content powered by cutting edge technology and Artificial Intelligence.
IT Service Delivery Manager
HQ, Abu Dhabi, United Arab Emirates
The main responsibility of the IT Service Desk Lead is to manage and monitor the team responsible for operating the first line of support function of the Service Desk. To provide leadership and develop a Customer First culture within the team as they represent the main route for all customers requesting for services provided by Alef Education. This role is crucial to ensuring customer requirements are met in terms of prioritizing, escalating and resolving incidents and requests.
Lead, coordinate and allocate incidents and requests
Provide technical mentoring and coaching for team members where appropriate.
Be an escalation point and provide coordination and support for the Service Desk during high severity/major incidents
Provide communication/notification to customers in preparation for planned work and unplanned outages
Identify potential problems and work with other function team leaders on resolving recurring incidents/requests
Ensure processes are carried out in accordance with agreed standards or procedures:
Record, classify and prioritize requests and incidents in via phone call, walk in, email or web form templates
Identify and record incident symptoms, determine possible root causes and either resolve or allocate for resolution.
Ensure documentation of incident resolution, where it may be reusable is submitted into knowledge base.
Verify with the affected users that the service request/incident has been satisfactorily fulfilled/resolved and then close.
Provide reporting on call volumes and incident trending within the Service Desk and IT operations team
Day to day management of the first line Service Desk function:
Ensure that the Service Desk is an excellent deliverer of Customer Service
Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team
Be responsible for the operational management of call assignments within the Service Desk team and to other parts of the support model as appropriate
Provide weekly and monthly report on calls volume, incidents and service requests handled by the Service Desk team
Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible
Raising Service Desk Team observations and recommendations to the Service Delivery Manager regarding:
Identification of problems or recurring incidents
Identification of trends in incidents and services requests logged and input for consideration as projects, upgrades, or problem management
Contribute on IT recruiting and staff onboarding event. Provide training and knowledge transfer
Education, Experience and Required Skills
BSc degree in information technology / Engineering or related specialization.
5-8 years in field and relevant experience in related IT functional areas. Experience in customer service delivery within technology sector.
Proven ability to engage and negotiate with people, and develop and maintain effective relationships
Experience with coaching or mentoring others is preferred
ITIL Foundation Certified.
ITIL Intermediate Certified (Service Operations preferred).
Wide experience in Ticketing System and tickets management
Excellent communication skills and an ability to communicate technical directions in simple, clear language.
Working knowledge of help desk software, databases and remote control
Ability to work under pressure.
Team management skills.
Trend analysis of incidents and service requests.
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service focus and an understanding of delivering to agreed customer requirements.
Ability to diagnose and resolve unique, nonrecurring problems associated skills
Ability to work as part of a team and to share knowledge to support and improve service delivery.
Ability to be positive and actively encourage and mentor others within the team.