عربي

الصفحة الرئيسية وظائف في الامارات وظائف في دبي وظائف منسق مكتب المساعدة في دبي منسق مكتب المساعدة

منسقه الدعم/مكتب المساعدة

Burhani

نشرت في ديسمبر 22, 2019

1 - 3 سنوات 2,500 درهم-4,000 (₹ 48,215-₹ 77,143) دبى - الامارات العربيه المتحدة

بكالوريوس في العلوم (الحاسبات والتكنولوجيا). هندي انثى

اجازات مدفوعة

سهل التطبيق

عدد الشواغر01

الوصف الوظيفي

ايميل الوظيفة
تم إرسال البريد الإلكتروني بنجاح.

You will assume overall responsibility (and be the lead facilitator) for delivery, management & improvement of IT services to clients based on industry best practices such as ITIL & ISO.
You will be responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.


ملخص المرشح المطلوب

To build & maintain strong client relationships.

1. SERVICE DELIVERY:
a. Contribute directly to the strategy, development and quality of IT Service Management and the Company’s service delivery capability. Instil service orientation and ITSM awareness.
b. Ensure that client-committed SLA’s and deliverables are being consistently met.
c. Ensure that all client-generated as well as monitoring-tool-generated tickets are promptly logged, assigned and followed through till closure.
d. Flag recurring service requests for problem management & root cause analysis.
e. Introduce efficiencies in services delivery by ensuring a high percentage of First Call & Resolutions.
f. Identify tickets where services were not delivered to a high standard & discuss the same with management.
g. Identify training needs for the service delivery team and initiate a training schedule (tech & soft skills)
h. Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
i. Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period.
j. Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.
k. Create daily, weekly, monthly & quarterly reports (internal and client-facing).

2. CUSTOMER EXPERIENCE & COMMUNICATION:
a. Initiate a two-way communication channel with clients and keep them updated with the status of their requests.
b. Organize & lead periodic client service review meetings covering performance,
service improvements, quality & processes.
c. Conduct regular client feedback surveys to ensure satisfaction with the quality of services delivered.
d. Discuss any critical feedback or complaints with management & identify potential solutions.

3. CERTIFICATIONS:
a. You will be expected to constantly upgrade your skills by means of achieving relevant certifications such as ITIL V3, CMMI, PMP etc.

4. PERFORMANCE INDICATORS:
a. High client satisfaction ratings.
b. All incidents dealt within agreed SLA’s.
c. Skills within the service delivery team sufficient to meet business demands.
d. Efficiencies in service delivery by technicians.
e. Service delivery standards are effectively implemented and maintained.

الكلمات الرئيسية

منسقه دعم المراه مكتب المساعدة

الدخول للتقدّمسجّل وقدّم

ابلاغ عن هذه الوظيفة

تنبيه:نوكري غلف فقط منصّة يجمع بين كل من الباحثين عن عمل و أصحاب العمل. ننصح المتقدمين للوظائف التحقق من شرعية أصحاب العمل المحتملين. نحن لا ندعم أي مطالبات لتحويل الأموال و ننصح بشدة ضد الإفصاح عن اي معلومات شخصية أو مالية.و ننصح أيضا زيارةتحذير أمنيللحصول على المزيد من المعلومات.إذا تشك في أي غش أو احتيال, مراسلتنا عليabuse@naukrigulf.com

Burhani

Managed IT Services
معلومات إضافية مطلوبة

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