Helpdesk Supervisor - Leading Bank

Job description / Role

The role of the Helpdesk supervisor will include, but not be limited to the following:
- To manage the day to day operations of the Helpdesk team delivering a first class, professional customer service, ensuring that where possible customer enquiries, service requests and complaints are resolved in accordance with KPIs and Service level agreements
- To manage a team of 3 help desk analysts, ensuring they provide the company with excellent IT support
- To assess and resolve enquiries, requests and complaints, primarily on the telephone, but also by other electronic access channels, to ensure that customer enquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required.
- Communicate with other departments and management to resolve problems and expedite work
- Interact with the internal stakeholders of the company across various departments to recognize the changing needs of the service, and make recommendations to the Supervisor for service improvements
- Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content and correct errors
- Other Adhoc responsibilities as required

Requirements

- B. Sc or BA degree in a relevant discipline
- Candidate MUST have worked at a Bank/Financial institution
- Experience of managing staff in a contact centre environment preferable
- 5+ years of experience in the field of IT Support
- Candidate MUST be based in the UAE

Competencies:
- Team Management
- Strong telephony skills
- Fluency in Arabic preferable but not necessary

About the Company

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.

The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:

Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal

The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.