IT Service Desk Team Lead

Key Accountabilities Service Desk Support and Operations 1 Manage IT service desk staff coverage prepare reports on SLA compliance service desk metrics and IT assets 2 Establish and set the standard for the provision of support services within NAKILAT and its joint ventures 3 Coordinate with the vendor support to resolve technical problems with desktop computing equipment printers and softwares 4 Provide consulting support to site organizations in regard to office automation enduser computing projects and training programs New Project Implementation 5 Support the strategy for new project implementations at the client level with regard to applications software and technology IT Asset and Data Management 6 Set up and install replace IT equipment in line with 4year replacement policy 7 Ensure all computers are running licensed software and that there are no copyright infringements 8 Ensure that equipment is serviced according to established maintenance schedules and that IT equipment is maintained in good working condition 9 Undertake routine maintenance of computers and peripheral devices Documentation 10 Prepare and maintain appropriate documentation of IT Inventory records support call logs and work status reports 11 Assists in framing NAKILAT s IT policies and procedures Generic Accountabilities People Management 12 Manage section staff by overseeing their performance management recruitment training and development to ensure high levels of engagement and competence Safety Health Environment Quality SHEQ 13 Adhere to all relevant SHEQ policies procedures instructions and controls so that NAKILAT provides a safe world class secure and environmentally responsible service to customers the public and its own people Policies Systems Processes Procedures 14 Implement approved policies processes and procedures and provide instructions to subordinates to ensure their proper implementation Others 15 Carry out any other duties as directed by the Head of IT Operations Key Result Areas Meet or exceed client expectations with respect to IT Service Desk Support Maintain the IT Assets as per company policies Prepare necessary documentation of IT records Provide support to team members for understanding of new technologies and on the job training Qualifications Experience and Job Skills Qualifications Bachelor s degree in Computer Science Computer Engineering or any related field ITIL certificate is a must Microsoft Certified Professional MCP certificate is a must Microsoft Certified Solutions Expert MCSE certificate is preferred Cisco Certified Network Associate CCNA certificate is preferred Experience 6 years of experience of which a minimum of 3 years should be in a similar position preferably in a similar industry Job Specific Skills Advanced knowledge of service desk best practices and services Advanced knowledge of Windows Linux MAC operating systems networking Microsoft Office suite Microsoft Exchange and Active Directory You will be redirected to the company website to apply for this position