· Experience in Service Desk Team handling
· Experience in Windows Troubleshooting
· Experience in ITSM Ticketing tool
· Experience in Client governance management
· Experience in SLA Management
· Possess Ability to:
o Build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
o Set the long-term direction of the team and obtain thorough understanding of the strategic vision for the service desk
o Balance and plan the short-term actions of the team
o Market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk
o Think critically about systems and to make adjustments consistently as needed
· Knowledge and understanding of all relevant industry standards.
· Knowledge and understanding of best practices for service management.
· Strong communication skills, including the ability to be influential and persuasive with stakeholders.
· A complete understanding of the organization’s business.