IT Services Supervisor
Al Jazirah Vehicles Agencies Co. Ltd
مجموع سنوات الخبرة :15 years, 6 أشهر
• Responsibilities
o Acting IT Services Manager.
o Manage more than 20 Technical Support staff in three regions (Central, Western, and Eastern).
o Manage service performance to customers (24 x 7, 365 days per year), ensuring that service levels are achieved and are in line with contracts and that customers’ expectations are met or exceeded.
o Ultimate responsibility and ownership of all customer incidents or logged service requests.
o Manage critical customer incidents, associated with customer communication, activities and any appropriate escalations.
o Review performance reports, service improvements, service quality, and processes.
o Provide information about incidents analysis and KPIs.
o Build services relationship with customers and conduct service reviews for key customers.
o Provide management and performance reports.
• Tasks
o IT Department budget planning.
o IT Department restructuring plan.
o Dealing with several systems: Call Manager - Service Desk Plus - Active Directory - Cisco Agent.
o Development of IT services usage policy in the Al Jazirah Ford.
o Track incidents to conclusion in line with SLAs and quality standards.
• Projects
o Project Management for Service Desk Plus and Cisco Agent.
o Consulting SAP implementation team on the requirements for IT Service Module (processes and rules).
o Manage the implementation of department asset and inventory management system.
o Managing the replacement of company printer solutions, identifying and evaluating alternatives to minimize costs and streamline the management of printer support.
o OKI Printer Management System solution implementation.
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free following escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal customers.
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal customers.
• Dealing with this systems: (Call Manager - HP Service Manager - Active directory - Lync Server 2010 Control panel - Right fax).
• Attract potential customers by answering product and service questions; suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Contributes to team effort by accomplishing related results as needed.
• Design and build the pages for newspaper.
• Dealing with design programs (Photoshop - InDesign).
• Accuracy and speed in completing the pages.
• Completion of approximately 36 pages on the day.
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* التأكد من تقديم خدمة جيدة للعملاء
* دعم عملاء النطاق العريض والهاتف الثابت.