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
8 to 12 years
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:
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