Regional Service Desk Lead

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Geidea Group Full time

Join to apply for the Regional Service Desk Lead role at geidea.

Established in 2008, Geidea epitomises customer focused empowerment and commercial success through continuous innovation. Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market. Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity. Our technology mirrors our people - Smart, Innovative & Forward Thinking.

To maintain competitive advantage as we grow, we are currently looking for a new Regional Service Desk Lead.

Job purpose:

Responsible for overseeing all Service Desk staff and ensuring end users are receiving the appropriate assistance, managing procedures, planning, designing, and analyzing the organization's service desk, staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.

Key accountabilities and decision ownership:

  • Develop policies and procedures by outlining how problems are identified, documented, assigned, and corrected.
  • Analyze the performance of Service Desk activities and documented resolutions, identify problem areas, devise & deliver solutions to enhance service quality, and prevent future problems.
  • Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.
  • Liaise with vendors for the procurement of new systems technologies; oversee the installation and resolve adaptation issues.
  • Manage End-User computing services (Email, SCCM, SharePoint, MDM, Jira & Confluence).
  • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues.
  • Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
  • Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency.
  • Monitor incident trends and anticipate potential problems for proactive resolution.

Must have technical/professional qualifications:

  • 7 - 10 Years of experience.
  • Bachelor's degree in computer science.
  • Certification in ITIL is a must.
  • Extensive knowledge of computer hardware.
  • Experience with desktop and server operating systems.
  • Familiarity with the advanced principles of ITIL.

Our values guide how we think and act - They describe what we care about the most:

  • Customer first - It's embedded in our design thinking and customer service approach.
  • Open - Openness allows us to constantly improve and evolve.
  • Real - No jargon and no excuses
  • Bold - Constantly challenging ourselves and our way of thinking.
  • Resilient – If we fail, we bounce back stronger than before.
  • Collaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.

Click apply below and become part of the Geidea story.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

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