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Service Desk Section Head

City Glass
10th of Ramadan City, Cairo
Posted 3 months ago
51Applicants for1 open position
  • 11Viewed
  • 4In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Lead the Service Desk within the Shared Service to provide leadership and develop a Customer First culture within the team as they represent the main route for all users to access Technology.
  • Lead Service Desk to act as a single point of contact for key stakeholders regarding Technology issues, queries and reporting.
  • Ensure all users benefit from effective Technology and efficient Internet access, and continually assesses needs and requirements.
  • Develop and guide implementation of project plans, risk assessments and contingency plans.
  • Administer installing, configuring and maintaining computer hardware, software, systems, printers and scanners.
  • Design and implement monitoring, configuration management and reporting functions that will make a hands-off environment.
  • Assure provide after-hours support for Service Desk related emergencies as well occasional weekend maintenance.
  • Design, develop and monitor application of Technology service polices & procedures.
  • Direct involvement in incidents & problems that cause service impact and act as an escalation point.
  • Assist in establishing standards & best practices in managing internal infrastructure including access rights and desktops.
  • Monitor and evaluate the efficiency and effectiveness of infrastructure service delivery methods and procedures.
  • Ensure systems, processes, and methodologies are maintained, effectively monitored, controlled, and support of service Desk.
  • Follow up implementation of upgrades needed to maintain service levels.
  • Establish relationships with technology and component vendors.
  • Reporting All Service Desk Results to OP Manager.

Job Requirements

  • BSC in Computer Science or equivalent.
  • From 7 to 10 years of experience.
  • Must have a strong hands-on/technical knowledge of Operating Systems, software, …etc.
  • Experience with interacting with end users.

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