Service Desk Lead

at Creative Advanced Technologies
Published November 18, 2022
Location Dubai, United Arab Emirates
Category Customer Care  
Job Type Full-Time  

Description

We are looking for Service desk technical lead to support technology usage and adoption for our software projects with excellent technical skills such as (ITIL , DevOps, software development and a great customer services attitude. This Service disk technical lead role will provide pivotal support for the projects whilst also working as part of a global team to deliver our service improvement initiatives. This role is based in our UAE office.

Responsibilities:

Deliver a flexible, high quality technical support by phone, email and in person.
Provision of an excellent standard of application and systems support to all client as part of the support team.

Create requests, change, incident and problem management tickets utilizing the ITIL best practices.

Priorities, diagnose and resolve incidents according to agreed procedures
Head up a team that provides 24/7 Technical Support
Take ownership of customer issues and follow problems through to resolution
Ensure high levels of customer service, technical expertise, productivity, efficiency, and quality
Proactive engagement with support team, software architect, DevOps team and software developers to surface requirements and user experience so that we can develop flexible and innovative ways to support our projects

Participate in the delivery of projects, services and training • Provide appropriate levels of coaching and mentoring to ensure the team have the relevant knowledge and skills to deliver our global service
Recommend changes to processes and technologies to improve support
Demonstrate high levels of personal organization to ensure deadlines are met effectively
Shares information and ideas in a timely, clear and productive manner with management, support team and other technical resources.

Experience and knowledge:

Strong ITIL understanding.
Proven software development experience.
Strong DevOps experience.
Customer Service oriented.

We offer:

New office in Business Bay, Dubai
UAE Resident employment visa
Medical insurance
Yearly flight ticket to home country
30 days annual paid leave
Company laptop
Comfortable work place
Multinational friendly culture 25 nationalities
Professional development opportunities (paid courses)
Bonuses and incentives
Rewards for personal occasions (birthdays, new born, marriage, work anniversary)
Referral reward

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