Ref: LP085-1433

Job description / Role

Employment: Full Time

• Ensure that the Helpdesk team is ready to take calls during scheduled hours of operation and the Helpdesk has appropriate coverage to provide exceptional service to our fellow associates.
• Manage client SLAs and set standards that exceed customer expectations
• Plan, prioritize and schedule help desk activities to ensure continuity of service to the client
• Exercises judgment and assumes responsibility for decisions, consequences, and results impacting clients, costs, and/or quality of service
• Respond to complex, escalated inquiries from team members
• Lead, direct, evaluate and develop help desk staff to ensure that clients receive competent and timely service
• Monitor the training, developing, and education of employees
• Evaluate help desk systems and processes for efficiencies and recommend improvements
• Produce appropriate reports on Helpdesk statistics and weekly performance reports and monitor client engagement and technology services

Requirements

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.

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