Service Desk Manager jobs in United States

ALEC Engineering and Contracting L.LC. (ALEC), part of the Investment Corporation of Dubai (ICD), is a large construction company with related businesses operating in the GCC with a presence in Africa. ALEC has consistently evolved and grown over the last 20 years to become a trusted partner for the execution of complex and iconic construction projects. The company builds and provides construction solutions to exceed our clients' expectations for quality, safety, functionality, and aesthetics.

ALEC has extensive experience in complex projects across diverse sectors including airports, retail, hotels & resorts, high-rise buildings, themed projects as well as construction management, design management, estimating, cost planning, and procurement.

ALEC also possesses a Design and Build capability, which enables us to provide integrated construction solutions to our clients. ALEC offers its clients a complete turnkey solution with construction, MEP, fit-out, energy efficiency solutions and solar opportunities, facilities management capabilities, heavy equipment rental as well as technology systems.

We are currently seeking a highly motivated and experienced Service Desk Administrator.

Position Overview:

The role should provide technical support to all staff and fulfill the user's request and issues related to any IT services availed. While providing IT service, the IT Specialist is required to log, prioritize any calls to the Service Desk application and use all the available resources to provide extraordinary service. As a first point of contact, the calls received must be properly evaluated and a workaround must be executed. To fulfill service requests, consideration of updating inventory for hardware and software is mandatory.

Responsibilities:

1. Being physically available to assist users that require assistance
2. Respond swiftly to all emails and queries on phone
3. Become familiar with the software that a particular position requires, e.g., Primavera for Planning staff, AutoCAD/Revit/NavisWorks for Design staff
4. Know the standard software that is used on all the machines.
5. Differentiating the hardware specifics to each user role.
6. Logging calls accurately and timely using Service Desk portal
7. Become acquainted with IT policies and Procedures like User Productivity, New Joiners, EOS, Password, and Backup
8. Build a professional relationship with other team members such as Site Support, Infrastructure, Development, and Management
9. Update Knowledge Base or create one if a new solution is found.
10. Act as a First Point of Contact for all ALEC group of companies related issues.
11. Deal with hardware and software queries that are reported to Service Desk via email or call
12. Take ownership and responsibility for an issue from the time it was logged till the time it was resolved
13. Escalate issues whenever it requires someone's expertise.
14. Maintain technical knowledge from lessons learned and for new technologies that come up
15. Maintain inventory for hardware and software. Make sure that it gets updated every time it is issued/ transferred.
16. Other duties that may be assigned by the IT Service Manager

Requirements:

1. Bachelor's Degree in Computer Engineering, Information Technology, Computer Science or related field
2. 2 - 5 years related working experience in the same capacity
3. Excellent communication skills in both English and Arabic
4. Certifications such as ITIL, Windows 10, Certified Business Professional (CBP) and/or other related certifications
5. Problem-solving skills, Knowledge of Windows Operating System, MS Office, Computer Hardware, Smart Phone Configuration and Basic Networking
6. Friendly and helpful attitude
7. Utilize MS Office for support, reporting, and documentation
8. Should be able to express ideas orally and in writing
9. Good phone skills; should be able to provide technical support over the phone or remotely
10. A true team-player mentality and flexible attitude towards a diverse set of tasks
11. Think strategically and innovatively
12. Solution driven and proactively identifying areas for improvement