Service Desk Manager

4 days ago


Karachi, Sindh, Pakistan Talent Rooters Full time

The successful candidate for this role will have a strong background in IT operations and be able to work effectively in a team environment. We are looking for someone who can identify and implement process improvements to enhance our Service Desk's efficiency and effectiveness.

Responsibilities
  1. Process Improvements: Identify areas for improvement in the Service Desk incident logging system and implement changes to increase efficiency.
  2. Knowledge Management: Utilize knowledge management tools and best practices to ensure the Service Desk operates effectively.
  3. Customer Experience: Contribute to improving the overall customer experience within the team.
  4. KPI Achievement: Meet goals and KPIs set by the line manager.
  5. Policy Review: Identify gaps and review related policies, adhering to best practices such as ITIL.
  6. User Account Setup: Set up and maintain user accounts.
  7. Hardware Maintenance: Verify peripherals are working properly and arrange repairs for hardware failure.
  8. System Monitoring: Monitor system performance.
  9. File System Creation: Create file systems.
  10. End-User Support: Provide support to end-users.
  11. Backup and Recovery Policy: Create a backup and recovery policy.
  12. Network Communication: Monitor network communication, configure, and install Cisco layer 2 and layer 3 switches.
  13. Policies and Procedures: Implement policies for the use of the computer system and network.
  14. Security Policies: Set up security policies for users with a strong grasp of computer security.
  15. Documentation: Document all SOPs and change management processes.
  16. Network Connectivity: Ensure network connectivity meets technical considerations throughout the company's LAN/WAN infrastructure.
  17. Server Maintenance: Maintain network servers such as TFTP, syslog, and file servers.
  18. Maintenance Scheduling: Schedule and execute preventive maintenance of all IT-related equipment.


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