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Service Desk Technical Lead

  • Location:

    Basrah

  • Sector:

    Oil & Gas

  • Contact:

    Elaf Khoshnaw

  • Job ref:

    4182

  • Published:

    15 days ago

  • Expiry date:

    2024-08-08

mselect is looking to hire a Service Desk Technical Lead for an international oil and gas operator in Basrah, Iraq. Candidates must have a minimum of 10 years of relevant experience. Fluency in English and Arabic is a must.

Job Synopsis
The IT Technical Lead report to the Digital Workplace Manager. The IT Technical Lead oversee the service desk projects they undertake, analyse, write progress reports, identify risks, and develop work schedules. This role requires the ability to develop effective working relationships with colleagues within and beyond IT services, to ensure that a consistent, high-quality service is delivered by the Service Desk. This role requires excellent communication and customer service skills as well as a broad range of IT knowledge. The Technical Lead will be responsible for coordinating the development and the implementation of the new ITSM solution, act as single point of contact for the ITSM solution. The technical lead will be responsible for the end user (Support Analyst) experience and coordinate the resolution of the ITSM solution related technical issues.

Key Accountabilities
  • Consults with IT Analyst \ Technical engineers and vendor to develop appropriate IT Service Management solution
  • Coordinate development and implementation of the IT service management solution
  • Advises on options, risk and impacts on business processes and technical architecture related to ITSM solution
  • ITSM system monitoring and performance monitoring
  • Determine tasks\activity requirements and develop work schedules for the team
  • Facilitate the creation of documentation, processes, and procedures that ensure Service Desk Team members can deliver to expectations and meet objectives
  • Responsible for maintaining FAQs for questions or queries from users and SOPs for common issues encountered during the support process with detailed analysis and resolution steps

Requirements
  • University Degree in Information Technology
  • Excellent communication, motivational, and interpersonal skills
  • Extensive work experience in a similar position
  • Experience of implementing an incident and problem service model
  • In-depth hands-on knowledge Operating system and hardware level support
  • Experience leading technical implementation efforts in similar scope and size
  • Working knowledge of Infrastructure services frameworks e.g. ITIL
  • Knowledge of IT standards, processes, and policies
  • Excellent technical, diagnostic, and troubleshooting skills
  • Experience of using helpdesk/call logging tools

*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.