Job closed
Ref: KP164-68
Job description / Role
Helpdesk Supervisor will supervise and manage the (Service Desk) team and will be responsible for driving performance against agreed Service Level Agreements (SLA's).
Responsibilities:
- Manage a team of (Service Desk) agents and engineers and ensure that agreed targets are met and appropriate qualitative standards achieved.
- Develop and implement robust processes to ensure that a high quality service is provided to all users in all sites.
- Implement methodologies to improve first call resolution.
- Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
- Analyze (Service Desk) activity and make recommendations for increased organizational efficiency and effectiveness.
- Implement staffing and scheduling models to ensure guaranteed coverage to the business.
- Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of user support.
- Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.
- Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules.
- Maintain liaison with all OIT division operations and services to keep abreast of policy and procedural changes; develop and review procedures for (Service Desk) operating/procedure manuals.
- Coordinate the development and review of service level agreements with other areas of Office of Information Technology (OIT) to continually increase user's satisfaction.
- Manage and supervise the daily activities of the (Service Desk) function, to include training, coaching, organizing, planning, and staffing operations.
- (Service Desk) staff evaluation on timely manner.
Prepare, analyze, and submit all daily, weekly, and monthly required reports.
Requirements
Experience of supervising a team within a (Service Desk) environment.
Thorough knowledge of Windows operating systems and applications.
A good awareness of software providers within the IT (Service Desk) marketplace.
Thorough knowledge of HP service manager helpdesk application.
ITIL certification is a must.
Demonstrable evidence of influencing positive change within a (Service Desk) environment.
Ability to administer teams effectively both through structured coaching and delivering by example.
Thorough knowledge of (Service Desk) operations to include a good knowledge of IT best practices, industry trends and customer service.
Excellent written and verbal communication skills.
Arabic & English fluency is a must.
Minimum 5 years of experience in similar government environment.
About the Company
The Adecco Group is the world’s leading talent advisory and solutions company. We proudly make a difference in the working lives of 3.5 million people every year. Our culture is entrepreneurial and inclusive, and we are united by our passion for making a difference in the world of work. We work with over 100,000 organizations in 60 countries, enabling their success. We have 35,000 people working with us across more than 60 countries and territories.
Adecco has been rapidly growing in the Middle East since 2008, developing a substantial footprint throughout the region. We work across 250 different clients, Adecco has more than 62 full time employees, working in 4 offices, servicing all countries across the GCC region. We offer Temporary Staffing, Permanent Placement, Executive Search, Assessments, Visa And Payroll, Outsourcing, PRO Solutions customised as per client requirements. Adecco Middle East Head Office is based in Dubai with a branch at Abu Dhabi.