Service Desk Lead: Incident & Change Champion

Confidential Company; Abu Dhabi; On-site; AED 120,000 - 190,000; Full time

Job summary

Confidential Company in Abu Dhabi is seeking a Service Centre Supervisor to actively participate in service centre activities, oversee first line support, and ensure inquiries are answered promptly.

The role requires a college degree or technical training and at least 2 years of experience leading a service center/technical helpdesk, with strong English and local language skills, plus proven ability to manage incidents, problems and changes while meeting SLAs.

Qualifications

• College degree or technical training in a relevant field.
• Minimum 2 years’ experience leading a service center / technical helpdesk team.

Responsibilities

• Actively participate in Service Centre activities to ensure inquiries are answered and resolved.
• Serve as first point of contact for customers and system users for solution service and support.
• Coordinate with Field Service, IT Support to fulfill maintenance activities in a timely manner.
• Ensure SLAs are met and issues escalated appropriately and resolved promptly.
• Implement and oversee service management processes and SOPs (e.g. Incident/Problem/Change Management).
• Manage incidents, problems and change requests with customers and stakeholders; coordinate with local teams.
• Close incidents, problems and CRs after verification of resolution.

Skills

Fluent English

Local language

Strong communication

Analytical skills

Team leadership

Troubleshooting

MS Office

Education

College degree or technical training

Tools

Microsoft Office

Job description

Confidential Company in Abu Dhabi is seeking a Service Centre Supervisor to actively participate in service centre activities, oversee first line support, and ensure inquiries are answered promptly.

The role requires a college degree or technical training and at least 2 years of experience leading a service center/technical helpdesk, with strong English and local language skills, plus proven ability to manage incidents, problems and changes while meeting SLAs.