Job Details
Morouj Commodities Ltd
Share with Friends

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.


About Company