Regional Service Desk Lead

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Geidea Group Full time

Geidea Group is a customer-focused organization that strives for commercial success through continuous innovation. We make best-in-class digital payment solutions available to all by attracting and leveraging the best creative and entrepreneurial talent in the market.

To maintain our competitive advantage as we grow, we are currently looking for a Regional Service Desk Lead. This role will oversee all Service Desk staff and ensure end-users receive the appropriate assistance.

The successful candidate will be responsible for:

  • Developing policies and procedures to outline how problems are identified, documented, assigned, and corrected.
  • Analyzing the performance of Service Desk activities and documented resolutions to identify problem areas and devise solutions to enhance service quality.
  • Conducting research on emerging products and services to support service desk technology procurement and development efforts.
  • Liasing with vendors for the procurement of new systems technologies and overseeing their installation.
  • Managing End-User computing services, including email, SCCM, SharePoint, MDM, Jira, and Confluence.
  • Processing incoming calls to the Service Desk via both telephone and email to ensure courteous, timely, and effective resolution of end-user issues.
  • Assessing the need for any system reconfigurations based on request trends and making recommendations.
  • Identifying, recommending, developing, and implementing end-user training programs to increase computer literacy and self-sufficiency.


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