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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.