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Careers
ICT Service Desk Manager
| Job ID: 379 |
Location: Baghdad and the outlying areas, Iraq
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| Category: IT
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Position Type:
Contract
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| Contract Name: CIVPOL Support
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Contract Length: 1 year w/option to renew
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| Salary:
Open
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Security Clearance:
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| Status (definition): Vacant
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| Company Description |
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| Position Description |
Description: As a Service Desk manager you are responsible for -
* Developing and establishing ISO 20000 / ITIL / COBITS processes that aid in effective call resolution (would include leading customisation of Track-It! Application to meet the call centre requirements).
* Day-to-day supervision and building of customer query/response database (Track-It! interface)
* Managing Tier 1, 2 and 3 technicians to perform Incident Management throughout its lifecycle.
* Managing or self-performing technical (hardware & software, as well as deployed systems) Problem Management on escalated incidents (issues), ie Escalation management & tracking of incident and problem resolution
* Regulating and assisting in Change, Release and Configuration management.
* Assessing the infrastructure, hardware and application requirements and initiate procurement & implementation of the same.
* Creating and disseminating relevant reports to upper management.
* Interfacing with Client needs on a consultation basis.
* Scheduling training and development for the staff.
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| Required Skills |
Experience:
* Minimum of 3 yrs in IT industry with a minimum of one year experience in HelpDesk/Service Desk functioning in either facility or project environment.
* Exposure to MSProject, ISIM, mindmapping and Kepner-Tregoe analyses will be added advantages.
Other Requirements:
Excellent command of English, including technical English.
Tactful demeanour.
Ability to perform under time and workload pressure.
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| Submit Application |
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