Service Desk Operations Lead

3 days ago


Doha, Baladīyat ad Dawḩah, Qatar asgatech Full time

As a Service Desk Operations Lead at Asgatech, you will play a crucial role in managing a busy Service Desk, ensuring clients receive an exceptional client experience. Your responsibilities will include managing and coordinating urgent and complicated support issues, acting as the incident manager in major incidents, and developing and mature phone & email ticket escalation processes.

If you have a drive to deliver outstanding customer service, a willingness to learn and develop new skills, dedication, and desire to work to deadlines, this could be the ideal opportunity for you. In return for your hard work and dedication, we offer a competitive salary, supportive teams, and a real chance to progress your career.

Your Key Responsibilities:
  1. Oversee incidents, problems, changes, and service requests.
  2. Maintain a calendar of engineer movements and ensure communication to customers with the appropriate information.
  3. Determine root causes of issues and communicate appropriately to internal and external customers.
  4. Look for opportunities to improve and enhance current Service Desk processes and procedures.

Requirements:

  1. A proven track record as a Technical Service Desk Manager with more than 3 years in a 3rd line technical support role.
  2. More than 1 year in a Service Desk Manager role.
  3. Excellent written and verbal skills.
  4. The ability to multitask across multiple incidents.


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