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* Managing the overall Service Desk activities.
* Ensuring the quality of the incidents logged and periodically revise quality issues.
* Assisting analysts in providing first-line support when workloads are high, or where additional experience is required.
* Acting as an escalation point where difficult or controversial calls are received
* Monitoring the service desk tool and call logging system
* Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
* Undertaking HR activities as needed
* Arranging staff training and awareness sessions
* Representing the Service Desk at meetings including attending Change Advisory Board meetings if requested
* Liaising with senior management including reporting any issue that could significantly impact the business
* Producing statistics and management reports
* Liaising with Change Management and Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
* Analyze incident and service desk related reports including analyzing trends
* Liaise with Problem Manager on Problem identification.
* Ensure the Incident Management Process is understood, followed and adhered to within the IT Teams.
* Follow up on the implementation of related service management policies and procedures
* Develop and support the identification of the IT service Catalogue.
* Continuously assess and provide recommendations and management information on service improvement options and possibilities, participate in process review and improvements meetings.
* Ensure compliance with audit requirements and follow up issues raised in audit reports
Job Details
| Date Posted: | 2016-07-26 |
| Job Location: | Amman, Jordan |
| Job Role: | Technology/IT |
| Company Industry: | Banking |
Preferred Candidate
| Career Level: | Management |
| Nationality: | Jordan |
| Degree: | Bachelor's degree |
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