Monday, June 26, 2017

Desktop Support Team Leader Job in Egypt

Help desk:
  • Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met.
  • For all requests that cannot be directly resolved, provide an effective interface at the highest level between customers and service providers; ensuring that priority setting and escalation procedures are applied effectively
  • Ensures high quality services are provided to internal and external customers through the development and maintenance of robust IT policies and procedures.
  • Improve efficiency and effectiveness of helpdesk activity by analysing and proposing recommendations for improvement.
  • Produce weekly and monthly statistics and performance reports
  • Monitor and report on IT Security and Compliance
  • To manage audit processes and in liaison with Internal Audit officers, project manage implementation of audit recommendations.
  • Provide 2nd and 3rd line support on desktop systems, including Citrix and Windows.
  • Manage projects on behalf of Head of IT Infrastructure, ensuring timescales and budget are adhered to.
  • To oversee new IT Installations and office closures/moves.
  • To assist with setting department’s budgets.
  • To own and manage Hardware and Software Assets including the Software Asset Management (SAM).
  • To take ownership for the management of subscriptions, registrations, maintenance and support contract renewals.
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