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

• Degree Qualified

• 5 years experience in the related area as an individual contributor.

• Thorough knowledge of functional area under supervision.