Service Desk Team Leader

Cooper Fitch

Dubai, UAE

Ref: GP932-1161

Job description / Role

Employment: Full Time

The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests.

The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.

The Service Desk Team Leader role is responsible for:

- Leading incidents and requests to resolution
- Developing Service Desk process and workflows
- Providing and developing communication plans to customers
- Providing on call support
- Contributing to the Change Management Process

Service Desk Operations:

- Develop, coordinate and implement processes and procedures to achieve optimal team workflow
- Manage and coordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests
- Develop and implement ticket handling and escalation policies and procedures
- Develop and implement team and inter-team workflow processes

Requirements

- Manage incidents and service requests
- Achieve increased productivity and minimize disruptions through quick resolution of user queries and incidents
- Lead, coordinate and allocate incidents and requests
- Be an escalation point and provide co-ordination and support for the Service Desk during high severity incidents
- Provide communication to customers in preparation for planned work and unplanned outages
- Raise and work with other team leaders on resolving reoccurring incidents / requests
- Ensure processes are carried out in accordance with agreed standards or procedures:
- Record, classify and prioritize requests and incidents in via phone and tool-set templates
- Identify and record incident symptoms, determine possible 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.

Education:

- A tertiary qualification (e.g. related to Information Technology) and/ or equivalent experience
- Experience in the health sector is desirable
- Three to five years’ experience in customer service delivery within a technology environment, ideally a service desk or trouble-shooter role
- ITIL Foundations Certification desirable

Skills:

- Excellent communication skills and an ability to communicate technical directions in simple, clear language.
- Customer service focus and an understanding of delivering to agreed customer requirements.
- Ability to quickly build rapport and to treat people with empathy and patience.
- 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

Experience:

- Experience in leading a Service Desk Team
- Experience with coaching or mentoring others is desirable.
- Proven ability to maintain good relationships with customers and vendors.
- Proven ability to engage and negotiate with people, and develop and maintain effective relationships.
- An awareness of information security.
- A sound understanding of customer service delivery in an IT environment and service management methodologies (such as ITIL).
- Experience with desktop hardware and software, including operating systems and MS Office products.

About the Company

At Cooper Fitch, we put the customer at the heart of everything we do. We provide recruitment, executive search and human resources advisory services to thousands of clients across the Middle East, we have been delivering services in the region since 1997. Our team is your team, we firmly believe in delivering first class committed search services. It is our mission to help build the best talent in the market. Our services are tailored to your every need, we have spent nearly twenty years developing an extensive database of top tier talent in the region. We also aim to help you protect and retain your people with our world-class assessment, testing and advisory facilities. We provide both valuable market updates and compensation and benefits analysis to complete the full spectrum of human resources services.

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