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Vistas Global



Employment: Contract

• Responsible for the management of IT Service Desks, Service Management tools, Change Management, Incident Management, SLA reporting.
• Lead the IT Incident Management, IT Request Fulfilment, IT Service Asset
• Management, IT Service Level Management
• Lead and Guide team members on day to day tasks and activities
• Lead the supplier while delivering their respective services
• Serve as an escalation point for all the support staff and end users
• Single point of contact (SPOC) for the support staff
• Develop relationships with clients and key business stakeholders


• Effectively communicate with clients,
• Escalate issues for timely resolution,
• Manage client requests to resolution,
• Provide single point of contact for user escalations and concerns, ensuring that any issue is resolved with the expectations of the user.
• Dispatch request to appropriate second level support groups according to procedures.
• Monitor the progress of cases up to fixed resolved status and all aspects of Inbox Management.
• Provide input to update Service Desk Knowledge Base – ensure that you refer to this for any recent update


Vistas Global is a diversified group of businesses with interests in technology (Vistas Global WLL, Momenta WLL), human capital, media (Vistas Media ME-FZ LLC), digital, food & beverage (Nushi, Haagen Dazs, Caliburger, Kamats), engineering (Vistas Security, Vistas Engineering) and real estate.

The group was founded by Suraj Thampi, an entrepreneur who pioneered the business process outsourcing concept in the Middle East in 1998. Having successfully built and sold three companies previously, Vistas is now his fourth venture in the region. In a short period of time, Vistas has emerged as one of the largest professional service companies in the region, employing over 1,300 people across 5 continents, 8 Offices and 5 Time Zones.

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