Helpdesk Team Lead

2 days ago


Doha, Baladīyat ad Dawḩah, Qatar NAKILAT Full time

We are looking for a Service Desk Supervisor to join our team at Nakilat. As a Service Desk Supervisor, you will be responsible for managing IT service desk staff coverage, preparing reports on SLA compliance, service desk metrics, and IT assets.

Key Accountabilities:

  • Manage IT service desk staff coverage, prepare reports on SLA compliance, service desk metrics, and IT assets.
  • Establish and set the standard for the provision of support services within NAKILAT and its joint ventures.
  • Coordinate with vendor support to resolve technical problems with desktop computing equipment, printers, and software.
  • Provide consulting support to site organizations in regard to office automation, end-user computing projects, and training programs.

New Project Implementation:

  • Support the strategy for new project implementations at the client level with regard to applications, software, and technology.

IT Asset and Data Management:

  • Set up and install/replace IT equipment in line with 4-year replacement policy.
  • Ensure all computers are running licensed software and that there are no copyright infringements.
  • Ensure that equipment is serviced according to established maintenance schedules and that IT equipment is maintained in good working condition.
  • Undertake routine maintenance of computers and peripheral devices.

Documentation:

  • Prepare and maintain appropriate documentation of IT Inventory records, support call logs, and work status reports.
  • Assist in framing NAKILAT's IT policies and procedures.

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