Roles & Responsibilities:
• Supervises the day-to-day operations of a technical help desk.
• Supervising a team of helpdesk technicians, including hiring, training, and performance management.
• Trains team on the help desk systems, processes, tools, and procedures required to document, track and resolve reported problems and to meet operational service levels and standards.
• Monitor and approve Monthly, Weekly and daily reports for CAFM and AVAYA.
• Monitoring helpdesk ticket queues and ensuring that tickets are assigned and resolved in a timely manner.
• Ensuring a smooth operation in the helpdesk by ensuring the AVAYA phone system is up and running without outage and difficulties.
• Preparing and uploading PPM plans of all Tatweer schools in CAFM system
• Collaborating with other departments to integrate CAFM data with other systems or processes.
• Providing technical support and assistance to users as needed.
• Developing and implementing processes and procedures to improve the efficiency and effectiveness of the helpdesk.
• Ensures the latest product and technical updates or policies are available and communicated to the team.
• Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department.
• Supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes.
• Contributes to the development of processes and procedures.
• Find areas of improvement to enhance customer experience and satisfaction.
• Handling customer complains with utmost importance and priority.
Minimum Qualifications/Membership
• Degree Qualified
• 5 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision.
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