Service desk Technician Team Leader " Mobily project"
IBM
Total des années d'expérience :18 years, 8 Mois
- Being accountable for the outcomes of the SD Field technicians' team in central region.
- SPOC for all Field technicians' team technical issues and escalations.
- Monitor the team performance on daily basis. And seek always for improvement practices.
- Maintain the work load among the team weekly or monthly, in addition to the attendance tracking and reporting.
- Coordination with other departments or SD units, for all issues concerning the team operational, escalations, and managerial issues.
- Preparing performance reports for the team.
- Second level support for technical issues. This is to keep him always improve his technical abilities.
- Troubleshoot and resolve technical support issues (through Remedy & Maximo) while assuring high service standards.
- Create documentation for all support actions, via Remedy tickets.
- Assure full compliance to ITIL best practices, or practices approved by the SD Supervisor.
- Mentor and train new joiner's, through the Induction list form.
- Facilitate the team with proper equipment’s, and be the SPOC with the concerned departments.
- Being accountable for the outcomes of the SD Field technicians' team in central region.
- SPOC for all Field technicians' team technical issues and escalations.
- Monitor the team performance on daily basis. And seek always for improvement practices.
- Maintain the work load among the team weekly or monthly, in addition to the attendance tracking and reporting.
- Coordination with other departments or SD units, for all issues concerning the team operational, escalations, and managerial issues.
- Preparing performance reports for the team.
- Second level support for technical issues. This is to keep him always improve his technical abilities.
- Troubleshoot and resolve technical support issues (through Remedy & Maximo) while assuring high service standards.
- Create documentation for all support actions, via Remedy tickets.
- Assure full compliance to ITIL best practices, or practices approved by the SD Supervisor.
- Mentor and train new joiner's, through the Induction list form.
- Facilitate the team with proper equipment’s, and be the SPOC with the concerned departments.
• Resolve incidents and Service Requests assigned within SLA
• Diagnose and resolve technical hardware and software issues
• Research questions using available Knowledgebase
• Advise user on appropriate action
• Follow standard IT Service Desk procedures
• Experience with any incident & problem management system
• Log all IT Service Desk interactions
• Administer IT Service Desk approved software to user’s computers
• Redirect problems to appropriate resource
• Own, follow up, and escalate till closer of any incidents
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Stay current with system information, changes and updates
• Resolve incidents and Service Requests assigned within SLA
• Diagnose and resolve technical hardware and software issues
• Research questions using available Knowledgebase
• Advise user on appropriate action
• Follow standard IT Service Desk procedures
• Experience with any incident & problem management system
• Log all IT Service Desk interactions
• Administer IT Service Desk approved software to user’s computers
• Redirect problems to appropriate resource
• Own, follow up, and escalate till closer of any incidents
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Stay current with system information, changes and updates