Provide management and technical support to Corporate users and 27 Branches in order to meet Service Level Agreements (SLA), also monitor SLA performance against defined target.
Perform root-cause analysis and preventive measures for repeated escalations, Analyze issues for missed targets and implement corrective actions, Solve escalations due to resource problems (disciplinary and soft-skills issues).
Specialties: ITIL concept, IT Service Operation, IT Service Delivery, IT Service Desk, IT Helpdesk, Incident Mgmt, Problem Mgmt, Service Level Mgmt, Asset Mgmt
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