Senior Service Desk Specialist

Tamweely -
Shubra, CairoPosted 3 years ago

57Applicants for1 open position

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Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, laptops, core applications and related hardware peripherals.
Plan, organize and direct the work of help desk support staff including help desk specialists, schedule shift coverage, evaluate and documents performance and recommend disciplinary action when necessary and review staff work accuracy and timely completion of assigned duties.
Train staff in new and existing procedures and develop work schedule.
Document, track, report and prioritize requests according to established procedures.
Train help desk staff on areas of responsibility, new technology and support procedures.
Ensure Help desk staff provides consistent high-quality and professional service.
Proactively identify process improvement opportunities.
Monitor Help desk activities and respond to inquiries, provide technical troubleshooting, determine type of request, diagnose, and provide solution or escalate complex problems to the appropriate team as required.
Provide management reports on Help desk operations and issues.

Demonstrated progressive experience in the supervision of a technical support team.
Solid relationship management and performance management skills.
Ability to motivate and direct staff members.
Excellent written and communication skills.
Excellent interpersonal and documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Keen attention to details.
Excellent customer service orientation.
Experience working in a team-oriented environment.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
ITIL Foundation, MSCA or any related certifications would be preferred.