Assistant IT Manager - Service Desk

The Assistant IT Manager – Service Desk will be responsible for taking care of
day to operational work and escalations. You will manage the service desk team
and offer end user support. You will also provide first line technical support
to internal staff and overall 24X7 availability for the team. The successful
candidate will require an aptitude for working with applications/systems to
undertake analysis, diagnosis and resolution of staff problems, which may
range from straightforward to more complicated technical issues. There is also
a range of administration duties within this role - coverage for support
includes telephony across EMEA and Asia whilst also supporting offices in GCC
where travel may be required to other offices. We are looking for candidates
with good command on windows and Mac machines.

Training the team members, taking handover from other teams like infra and
network, cascading down to the ITSD team. Work as a technical senior to know
new technologies and understand them well.

RESPONSIBILITIES

Monitoring employee productivity and providing constructive feedback and
coaching

Managing the team rooster.

Should be taking guidelines from management and cascading it down to the team
to ensure operations are running smoothly

Handle and support projects and timely delivery

Pass on information from upper management to employees and vice versa

Maintaining an Asset Database and track changes

1st and 2nd line support - troubleshooting of IT related problems from in-
house software to hardware, such as desktop/laptops, printers, to MS office

Escalate unresolved calls to the operations support team

Take ownership of user problems and follow up the status of problems on behalf
of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and
adhere to all service management principles

Provide stats/reports for the weekly Service Desk report on call trends

Work on monthly report/dashboards for management related to ITSD area.

Publishing support documentation to assist staff with requests for information
& provide staff training if required

To arrange for external technical support where problems cannot be resolved in
house

Problem solving – Resolve problems while maximizing efficient use of computing
resources.

Documentation on the processes and guides related to daily work

Good team player and can mange relation with his peers in other IT teams

Dealing with higher executives.

Evaluating performance and Prepare and submit performance reports.

Manage Vendors and ensure IT equipment ordered as per standard and best
practices.

Manage Field Engineers across Alghanim office and ensure SLA met for all
incidents and Service Requests.

Maintain IT Stock and ensure IT Workshop process running smoothl y

SKILLS & ATTRIBUTES

Degree educated or qualified by experience

ITILv3 certified desirable

Experienced in presenting to all levels

Excellent Communication skills.

Ability to remain calm under pressure.

Proven experience of project management

Proven excellent written communication skills

Ability to prioritise own work to support business priorities

Ability to work autonomously and manage conflicting priorities

Experience of working within SLA and ITIL defined businesses preferred