Service Desk Management-Administrator

Wipro LTD - Dubai

DubaiMandatory Skills:

Service Desk Management-L2

Desirable Skills:

ITIL - Event and Request Fulfillment-L1

Job Description:

Key skills required for the job are:

  • Service Desk Management-L2 (Mandatory)
  • ITIL - Event and Request Fulfillment-L1 (Mandatory)

This role is preferrable for UAE Nationality with fluent in Arabic and English.

As a Senior Administrator, you should be able to handle first point escalation for all technical and process issues. Provide technical subject matter expertise wherever required. Ensure proper communication and quick resolution as a crisis manager. Plan and schedule Changes, Coordinating with different stakeholders. Perform RCA for Major Incidents related to his / her tower Follow quality / security process defined for the engagement. Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents, Hardware troubleshooting & Vendor coordination Prepare Weekly and monthly status reports. Participate in business meetings with various stake holders on a need basis. Take corrective actions based on the customer satisfaction surveys. Work on the service improvement programs. Effort estimation/reviews on need basis for new projects. Training of new team members. Able to work on Knowledge acquisition and updates to related documents

Minimum work experience:3 - 5 Years

Proficiency in Arabic Language is mandatory

Proficiency in English Language is Desirable Roles & Responsibilities:

Minimum Experience Required: 3-5 YEARS
Mandatory Skills: Service Desk Management-L2 TIS Service Desk-L2
Desirable Skills: ITIL - Event and Request Fulfillment-L1
Language Skills: English Language-L2, Arabic Language-L2

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