Senior Manager Help Desk - Executive Solutions









1.     Oversee and manage the AFM Help Desk to support consistent and effective operations


2.     Ensure 24/7 cover for the Helpdesk by organising staffing rosters for cover and ensuring all staff are trained on and understand their responsibilities, being the customer facing point of contact for all faults and requests.


3.     Establish helpdesk escalation framework including prioritization and logging of service requests


4.     Liaise with service delivery teams to ensure correct prioritisation of asset faults and requests


5.     Track and monitor fault and request resolution


6.     Process, prioritise and respond to stakeholder and occupier enquiries on faults and requests


7.     Oversee AFM coordination at the Operations Control Center


8.     Provide critical management information reports that will be used to manage the performance and compliance with suppliers


9.     Understand aspects of the service delivery contracts and the SLAs in order to log work using the correct priority codes, to enable accurate reporting and optimum functionality of the helpdesk system


10.  Oversee ticketing activity following the correct procedures and escalating any outstanding work as required or actioning further work to be carried out


11.  Proactively managing and monitoring the quality service provided by the helpdesk to ensure that standards are met, response/final fix times are achieved and problems are resolved or escalated to minimise operational disruptions



Job Details

Posted Date: 2019-01-20
Job Location: Abu Dhabi, United Arab Emirates
Job Role: Information Technology
Company Industry: Human Resources

Preferred Candidate

Career Level: Management


from Jobs in UAE | Bayt.com http://bit.ly/2FNP1Gj

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