Senior Helpdesk Specialist - Saudi National
Make a difference every day
We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".
Your Opportunity
We are currently bidding for a prestigious new project in Riyadh, Saudi Arabia and we are looking for a Saudi National - Senior Helpdesk Specialist who will help in implementing and reviewing the procedures and policies of the helpdesk.
The purpose of the job is to supervise, develop and lead a team of helpdesk (team leaders and agents), to achieve and exceed customer, client, department, and company objectives. Required to provide on-going performance monitoring and implement strategies for addressing Customer Service performance issues. Additionally, to help in implementing and reviewing the procedures and policies of the helpdesk. The end goal is to serve the customers well by delivering a high standard, efficient customer service and to represent the organization in the possible best way.
The ideal candidate should:
- Have the ability to communicate at all levels in the organisation.
- Have understanding in the principles of Quality Assurance and working to procedures
- Have the ability to develop and motivate staff
- Be able to write reports, business correspondence, and procedure manuals
- Have the ability to effectively present information and respond to questions from managers, clients and customers
The hiring for this position is subject to contract award.
Key Accountabilities
- Ensure efficient and continuous helpdesk services are available to the client sites 24/7.
- Ensure that Key Performance Indicators (KPIs) as per Service Level Agreements (SLAs) of each project set up in the Computerised Aided Facilities Management (CAFM) system are not breached.
- Implement site specific customer relations service delivery systems.
- Fast and efficient handling of queries with clients.
- To supervise the Helpdesk Operators and receive calls on Helpdesk and log information accurately.
- Ensure the team answer and prioritise calls within the agreed KPI.
- Implement site specific complaint management system.
- Determine work procedures, prepare work schedules, and expedite workflow.
- Utilising the CAFM system and/or a Case Management system to maximize helpdesk efficiency.
- Managing all monthly and adhoc reports required by business and site teams.
- Resolve escalated and complex customer issues escalate / notify the manager when required.
- Utilizing the CAFM system and/or a Case Management system to maximize helpdesk efficiency.
- Monitor and implement status chasing.
- Implement follow up paperwork to ensure completion.
- To undertake day-to-day administration associated with Help Desk facility.
- To work within shift rota to cover 7 day/week 24 hours/day including statutory holiday periods.
Specific Requirements
- 5 years minimum experience in Helpdesk Operations or Call Centre environment
- 1 years minimum supervisory or team leader experience
- Solid customer focus and customer relationship management experience
- Proven experience in the use of computerised logging systems preferably a CAFM application
- Excellent skills in using MS suite
- Previous experience in using a contact center application
- Fluent in English (reading and writing), Arabic or other second language preferable
- Ability to develop complex reports and presentations using different platforms
- Must be a KSA National
What’s in it for you?
At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes:
- Competitive monthly pay and allowances that are commensurate with the role and industry standards
- Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing
- We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards
- We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones
- We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture
- We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health.
- As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.
Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.
