Helpdesk Supervisor

2 weeks ago

المملكة العربية السعودية, Saudi Arabia AtkinsRéalis Full time

Roles & Responsibilities:

  • Supervises the daytoday 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 paraprofessional 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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