Cooper Fitch - Dubai - The Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team. The Service Desk Team Leader role is responsible for: - Leading incidents and requests to resolution - Developing Service Desk process and workflows - Providing and developing communication plans to customers - Providing on call support - Contributing to the Change Management Process Service Desk Operations: - Develop, coordinate and implement processes and procedures to achieve optimal team workflow - Manage and coordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents ...
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