Air Arabia Jobs For Service Desk Manager

Website Air Arabia

Job Description:

Leads the service desk team to carry out customer support operations properly and promptly, monitors and evaluates the overall performance to ensure problems are timely responded to and accurately resolved.

Job Responsibilities:

  • Ensures all problems and gaps handled by the service desk are rightly identified and appropriate technical/non-technical solutions are applied.
  • Establishes/maintains excellent relationships with clients, stakeholders, business users, suppliers, vendors and other ISA teams to ensure improvements in the products and services provided to ISA clients and to resolve any problems.
  • Develops and implements customer service delivery standards to better serve ISA’s vision, mission and business requirements and to ensure customer satisfaction and loyalty.
  • Partners with line managers to drive related activities results, bringing on board highest level of creativity in service.
  • Creates support knowledge base by managing the development and communication of IT support manuals, technical notes and articles to clients in line with SLAs.
  • Contributes to improving customer support by actively responding to queries and managing complaints directly or through the service desk team; provides clients’ feedback to the different ISA teams.
  • Contributes to the development and implementation of processes and service level agreements of incidents management and service requests management.

Job Requirements:

  • ITIL advance is a must
  • Solid technical back ground with an ability to give instructions to a non-technical audience.
  • Customer-service oriented with an ability to motivate own team to achieve specific goals.
  • Proven record in implementing and monitoring infrastructure projects.

Qualification & Experience:

  • Bachelor’s Degree in computer engineering/Computer Science/Information Technology or equivalent.
  • CCNP/ CCIE/ MCSE/ RHEL ITIL Certification are advantage.
  • Fluent in English Language.
  • 6-8 years in IT environment, with 2-4 years of which managing the service desk, 24×7 critical operations preferably in aviation.
  • Experienced in help desk and remote-control software is a must.

Job Details:

Company: Air Arabia

Vacancy Type: Full Time

Job Functions: Others

Job Location:  Sharjah, AE

Application Deadline: N/A

Apply Here