• 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.
• Prioritising service request according to polices and business needs.
• Assist in the development of policies and procedures and ensure their implementation and enforcement.

• 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.

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