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  • Job reference: RMS0159595

IT Service Desk Coach

  • Sector: ICT
  • Location: Iraq
  • Job type: Contract
  • Date posted: 28/07/2015
  • Time left:
    d h m s
    (04/08/15)
This vacancy has now expired.
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The Role:
"You will be responsible for technical audits for the Service Desk (covering Incident management, Request Management, Asset Management and Change Management) and On Site Support

You will coach and mentor Service Desk staff to help them provide timely, accurate, and polite service to our stakeholders.

You will provide Service Desk coaching on use of equipment, tools, methods and procedures. You will be technical focal point for Service Desk and On Site Support teams for service delivery escalations

You will drive documentation of issues, problems etc into a knowledge base, and cultivate a culture to contribute, maintain and train others on use of knowledge base and knowledge objects. You will ensure efficient use of the internal/external knowledgebase.

You will deliver standard operating procedures (SOP) that will document incidents, problems, changes, requests etc.

You will ensure proper handling of processes and procedures

You will assess and improve product knowledge within each incident

You will produce and monitor quality assurance reports and activities for the Service Desk to track QA targets and improvements. This will cover metrics on Service Desk performance related to customer issues, phone calls taken, email requests, monitoring alerts, etc.

You will co-ordinate with the responsible Service Desk and On Site Support leads to identify gaps in staff performance and help individual staff with improvements

You will generate reports, analyse trends and make recommendations towards Service Improvements for Service Desks and On Site Support

You will provide 2nd level support to Service Desk and On Site Support staff as issues require escalation to a higher level of technical expertise

You will be a key player and driver in the Localization efforts to build a strong, independent, professional and world class IT Service Desk in Iraq with local Iraqi talent.

Essential Skills / Qualifications:
"- 2-3 years’ experience in Level 2/3 support of IT Services in a Global Multi National company
- Proven excellence in customer service
- Expertise with communications and collaboration tools
- Previous management and supervisory skills are essential
- 1-2 years in training and coaching in IT Service Desk or Call Center
- 2-3 years of experience with IT helpdesk processes, procedures and operations
- Working experience in Sharepoint & Livelink
- A recognized Degree in IT, Computer Science or Systems Engineering from a Globally recognized Educational institution.
- Minimum ITIL Practitioner – deep process Knowledge and experience in the use of Incident, Request, Asset and Change management according to ITIL model.
- Technical knowledge of Infrastructure Services.
- Using Office Productivity Suites – especially MS Excel
- Whilst a technical background is essential it is key that this knowledge is communicated in a purpose which is fit for the audience.
- Create ma
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