Helpdesk Supervisor

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.