Responsible for management of IT Service Desk operations and services. The first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, answers incoming calls, track all information in a call tracking system, and uses a knowledge base tool to resolve tier 1 requests in a timely fashion. Escalates unresolved problem/issues to the proper tier 2 and 3 support team.
Client Details
Reputable public sector organisation driving a large IT transformation.
Description - Respond to questions from all emails and callers escalated from Service desk Agents.
- Maintaining the IT Service Desk which acts as the central point of contact and first level for computing support.
- Take ownership of user problems, follow up the status of problems on behalf of the user, and communicate progress in a timely manner.
- Insuring the implementation of ITIL framework
- Maintaining the Service Desk application and server.
- Providing primary liaison and customer service to the IT user community.
- Prioritizing service request according to polices and business needs.
- Assist in the development of policies and procedures and ensure their implementation and enforcement.
Job Offer - Competitive salary package on offer for the best candidate
REQUIREMENTS - Degree in Computer Science/Engineering or equivalent.
- Experience leading an IT Service Desk
- Experience implementing ITIL frameworks
- Extensive knowledge of information technology service management standards and concepts.
- Knowledge and experience with service desk management systems.
ABOUT THE COMPANY Michael Page is one of the world’s leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.
The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:
Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal
The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.
