Job Description

Key Result Areas (KRAs):

1. Service Quality: Ensure the delivery of highquality technical services to customers and internal

stakeholders. This can be measured by client satisfaction surveys, the number of service escalations, and

the resolution time for technical issues.

2. Service Level Agreements (SLAs): Ensure that technical services are delivered within agreedupon SLAs.

Monitor and report on SLA compliance, including response times and issue resolution times.

3. Technical Documentation: Maintain and update technical documentation, including user guides,

troubleshooting manuals, and knowledge base articles. Ensure that these resources are readily available to

the team and endusers.

4. Cost Control: Manage the technical services budget effectively by monitoring and controlling expenses

related to equipment, software, personnel, and maintenance. Look for opportunities to optimize costs

without compromising service quality.

5. Project Management: If the role involves project management responsibilities, ensure that projects are

delivered on time, within budget, and meet the defined project objectives.

6. Process Improvement: Identify opportunities for process improvement within the technical services

department. Implement changes to streamline workflows, increase efficiency, and reduce service

interruptions.

7. Risk Management: Assess and mitigate technical risks that could impact service delivery. Develop and

maintain disaster recovery and business continuity plans.

Key Performance Indicators (KPIs):

1. Client Satisfaction: Measure and track client satisfaction scores through surveys or feedback mechanisms.

Aim for a high satisfaction rating, and continuously work to improve it.

2. First Contact Resolution (FCR): Monitor and improve the percentage of technical issues resolved on the first

contact with customers. A higher FCR indicates efficiency and customer satisfaction.

3. Response Time: Keep track of response times to customer inquiries or technical issues. Ensure that

responses are timely and within SLA guidelines.

4. Incident Resolution Time: Measure the average time it takes to resolve technical issues. Strive to reduce

this time, which indicates efficient problemsolving.

5. Employee Productivity: Assess the productivity of the technical support team in terms of cases handled per

person, number of issues resolved, and customer feedback. Monitor and improve their performance.

6. SLA Compliance: Track the percentage of service requests and incidents that meet SLAs. Ensure that service

level agreements are consistently met or exceeded.

7. Training and Development: Monitor the training and development of team members. Assess the

completion of training programs, certifications, and their ability to handle diverse technical issues.

8. Cost Savings: Measure and report on costsaving initiatives and their impact on the technical services

budget. Identify areas where cost reductions have been achieved.

Job Type: Full-time

Application Question(s):

• Are you available to join immediately?

Experience:

• Project Management: 2 years (Preferred)

Location:

• Dubai (Required)