IT Service Desk Analyst Jobs in Dubai
Hiring IT Service Desk Analyst in Dubai.
Candidates should be in UAE and Available immediately.
Must have ITIL experience
Analysis of Service provision and resourcing based on SLAs, Assets, Call Volumes, Site criticality and JP requirements.
Creation and review of required SLAs, KPIs, Service Credit Penalties. Attend JP agreed locations to collect all JP processes relating to current delivery of Services around EUC & Field Services.
Create Process Document of current service for the JP and Partner.
Re-Design of current Service as per the new requirements.
Manage Risks, Issues and action logs and obtain JP sign offsManage regional resources and Team Leads assigned to Field Services Delivery Plan Resource Training Plans.
Work closely with our Third Party Partner Network and manage service provided and relationships.
Understanding of Desk side Support Management duties and process Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
Strong JP and Vendor Relationship Management Project Management of your work stream Strong understanding and skills in SLA, KPI Management Review with the Delivery Managers and other internal departments Periodic reviews with JP and Vendors Review and approve vendor invoices for payment Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners. Taking ownership of issues through to resolution on all appropriate requests
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