Global IT Service Desk - Supervisor

Full Time

Majorel Egypt -
Cairo, EgyptPosted 3 years ago

76Applicants for1 open position

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Job Description

Responsible for managing the Global IT Service Desk Operations and assuring users are provided efficient and timely first and second level support on a 7x24 basis.

Perform staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required;
Manage the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities;
Provide staff support for administrative tasks and projects relative to the Service Desk Team deliverables;
Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems;
Invoke problem escalation procedures to coordinate recovery.
Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found;
Ensure that weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department;
Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues;
Ensure that decisions made to improve the overall customer support of the Service Desk are continually carried through
Coordinate training requirements of Service Desk personnel and knowledge transfer;
Carry out New Hire Orientation and interview process;
Liaise with client, vendor and internal team regarding a project, initiatives and issues
Participate in internal and external audit and certification;
Assists in the development and implementation of quality improvement programs for assigned department(s);
Solve problems and make decisions daily relative to Service Desk responsibilities.
Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments and divisions;
Performed other duties and responsibilities as assigned by the Senior Management of IT

Job Requirements

College/Associates Degree in Information Technology or bachelor’s degree in related field
Minimum of 6 years of experience in a technical support environment or similar role and 3 years supervisory role
Must be qualified for the Level III Service Desk .
Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction.
Excellent and effective communication and presentation skills - written, verbal and telephone manner.
Excellent interpersonal skills for establishing and maintaining effective working relationships
Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions.
Ability to comprehend and resolve the problems experienced by staff using software application programs
Excellent Communication in English .
Ability to multitask - Sense of urgency; maintain a positive attitude
Good planning, organizing, problem solving and time-management skills
Willingness and ability to respond to call-outs in the evening, nights, and on weekends.
Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late, or working on weekends.
Willingness to travel as required
Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed, or observed while in the performance of duties.