Executive - Business Services

Job description

Al Ghurair is hiring an Executive - Business Services for its Group D&T department in Dubai. The role delivers service management functions for the Procurement and Finance shared services centre and other businesses, and is the main point of contact for vendors and internal users who need technical and functional support through phone, email and chat.

The executive manages and improves the vendor portal's service desk and call centre operations, resolves Level 1 queries, escalates complex issues and keeps support procedures and knowledge base articles up to date.

Responsibilities

• Oversee operations of the vendor portal service desk and manage support requests and interactions
• Deliver prompt technical and functional support to vendors and internal users by phone, email and chat
• Resolve Level 1 vendor portal queries and escalate complex issues to higher-level technical and business teams in procurement and finance
• Track issues from first contact through to final resolution in the ticketing system
• Identify and implement improvements to streamline service desk and call centre processes
• Review and update support procedures and knowledge base articles
• Monitor and manage service desk and call centre queues so requests are handled on time
• Establish and track KPIs for business services and identify and mitigate operational risks
• Assist in developing and managing business services budgets
• Provide training and guidance to new vendors and team members

Requirements

• Bachelor's degree in business administration, computer science, information technology or a related field
• 2-3 years of experience in business services or service desk management, with a focus on Microsoft Dynamics
• Hands-on experience with service desk tools such as ManageEngine, including ticketing, incident management and service request fulfilment
• Experience with Microsoft Dynamics 365 is highly desirable
• Excellent verbal and written English communication skills
• Proficiency in MS Office, including PowerPoint, Word, Excel and PowerApps
• Optional certifications: Microsoft Dynamics 365 Fundamentals or higher, ITIL Foundation, ManageEngine Service Desk

Skills

• Incident Management
• ManageEngine
• Microsoft Dynamics 365
• MS Office
• Service Desk Management
• Ticketing Systems