Job Details
Morouj Commodities Ltd
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Service Desk Team Leader

Morouj Commodities Ltd
Information Technology/Software
1 week, 5 days   ago
Experience 4 years - 7 years
Salary Range not mentioned
Location Sudan/Khartoum
Industry     - Food/Beverages
Job role     - Information Technology/Software
Speciality     - Engineering-Electrical/Electronics/Telecommunication
Career Level experienced(non-manager)
Vacancies not mentioned
Education level bachelor's degree
Job Status Full time
Job Type Employee

Job Description / Responisbilties

• Responsible of planning proper service desk measurement controls to ensure high level of customer’s satisfaction.


• Prepare KPI for service desk team and follow up meetings. 


• Assign different tickets to Service desk team and support them with his / her expertise in technical skills. 


• Managing all client support queries.


• Providing Layer 2 support in person, over the phone, or via remote access.


• Diagnosing issues with computer software, peripherals, and hardware.


• Running software diagnostic tools and physically inspecting hardware systems.


• Providing basic computer training, awareness sessions and writing training manuals. 


• Control and follow up with requests and tickets in order to comply with Service Level Agreement (SLA).


• Escalate incidents or problems to the proper team to follow up and handle tickets until closure. 


• Following ITIL framework and guidelines to provide the best practice for IT Services.


 

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