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    electrical engineer - Dubai, United Arab Emirates - Binghatti

    Binghatti
    Binghatti Dubai, United Arab Emirates

    1 week ago

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    Description

    Deputy HeadCentralized ServiceDesk

    • WorkingLocation: Mons,Belgium
    • SecurityClearance: NATOSecret
    • Language:High proficiency level inEnglishlanguage

    EXPERIENCEANDEDUCATION:

    EssentialQualifications/Experience:

    Bachelorsdegree at a nationally recognized/certified University in a relateddiscipline and 2 years post-relatedexperience
    Orexceptionally, the lack of a university degree may be compensatedby the demonstration of a candidates particular abilities orexperience that is/are of interest to NCI Agency, that is, at least6 years extensive and progressive expertise in duties related tothe function of thepost
    Broadtechnical knowledge of CIS services, architecture and experiencesupporting customers utilizingit
    Pastexperience managing a large ServiceDesk
    Experiencein managing business processes andworkflows
    Capabilityto manage virtual teams that deliver results across multi-site andinternationalenvironments
    ITILintermediate Service Operations certified andexperienced
    Experiencein support of mobile computing solutions (e.g. VPN access,Notebooks, Remote Access, WLAN, andiPhones)
    Awarenessof Project Managementtechniques
    ITILFoundationcertificate

    DUTIES/ROLE:
    Provideguidance and perform quality of service reviews for SDoperations
    Developcontinual service improvementstrategy
    Supervisedevelopment of Service Desk Staff and standards for operations andstaticusers
    Manageperformance improvement initiatives, to enhance service levels andcustomers experience; - Draft all customer communications anddevelopssurveys
    Reviewservice operations analysis and produce reports for seniormanagement
    Participatein Agency CIS project reviews as they relate to customer serviceoperations
    ManageCustomers expectations, develop metrics, perform assessment, andimplementimprovements
    Providereal-time technical expertise to Ops Centres Duty Control Officers(DCOs), analysts and technicians to maintaining NATOservices
    Superviseproper technical execution of Ops Centre procedures and theiradequacy in reacting to events and detecting Problems in a timelymanner
    SuperviseCSD staffs technical actions and performance in fixing orescalating Incidents in a timelymanner
    Providetechnical guidance to develop operating procedures to be followedby CSD technical staff covering, for example, monitoring andanomaly detection on level 1services
    Developand deliver formal technical training on helpdesk tasks for level 1support services, including NATO HQ and NCIA organisation, to CSDtechnical staff; would also provide informal and ad hoc training atthe appropriate level asrequired
    Providespecialist engineering input to root cause analyses and Agencyslesson learnedprocess
    Providetechnical expertise for conducting trend analysis and assessingperformance of the NATO services focused on customers and userssatisfaction
    Coordinatewith proper entities for the collection of network configuration,and proper implementation of approvedservices
    IdentifyProblems that need to be escalated to other NCI Agency departmentsfor action requiring specialized expertise, coordination withexternal agencies/contractors or medium/long term controlcontinuity
    Extensiveknowledge and expertise in 1st call resolution and troubleshootingof static and operational users dispersed in a wide Area ofResponsibility
    Attendcommittees, internal and external meetings, conferences and workinggroups asdirected
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