Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Directs and manages the day-to-day operations and functions at the Technical Help Desk and Technology Service and Support (TSS).
- Acts as a liaison with management in the development and maintenance of systems procedures.
- Collaborates with key stakeholders, as well as business partners to develop and implement technology solutions.
- Responsible for ensuring optimal performance of IT Services Division team staff and the various products and services they support via the Help Desk from Alexandria Logistic Center.
- Continuously improve Help Desk processes including Incident, Problem, and Knowledge Management.
- Manage and monitor all help desk team in handling the tickets for accuracy, escalation, and completion.
- Oversee staff activities of the remote teams and on-site teams and ensure response times are met
- Build/obtain (from other departments) training material for support staff
- Assist with Management in Interviewing and Hiring of Remote and on-property support technicians
- Train, Coach and Mentor Support Specialists
- Schedule employees working times and provide Backup Support as needed.
- Provide real-time feedback to all support teams and evaluate performance
- Manage and coordinate urgent and complicated support issues to ensure they a resolved with high satisfaction
- Determine root cause of issues and communicate appropriately to internal and external customers.
- Manage process for communicating outage/emergency activities to the organization as well as external clients
- Act as escalation point for critical requests and incidents.
- Work through RMA and Shipping Needs to complete any customer orders or changes/upgrades
- Work with our Data Center partners to complete requests such as remote hands
- Manage Server Deployments and oversee our IT Service Delivery Members to ensure KPIs are hit.
- Coordinate and plan placement of all hardware installed in the data center
Job Requirements
- BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experience
- Years of experience at least 8 to 12 years
- Above average knowledge of networking protocols, especially TCP/IP.
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
Having a Certificate in:
- ITIL Foundation.
- Microsoft Certified Solutions Associate(MCSA)
- Excellent communication skills
- End user-oriented and cool-tempered
- Experience in supporting end users on a corporate network; specifically support involving Servers, Windows servers, Switches, Subnets, Routers, VLAN's, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
- Real experience with ticket and service management systems.
- Understand service management and working with the ticking systems
