Helpdesk and Technical Support Manager
شركة علم لأمن المعلومات
Total years of experience :19 years, 2 Months
•Provide a 'best in class' service delivery function.
•Accountable for reliability, availability and performance of MOI helpdesk
•Accountable for reliability, monitoring and availability of MOI Operation support.
•Lead the operational requirements associated with a major technology transformation.
•Assist in enterprise technology planning and strategy.
•Develop strong relationships throughout a complex environment.
•Manage the day-to-day helpdesk and Operation support activities.
•Manage the helpdesk and operation support of MOI contract.
1.Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met.
2.For all requests that cannot be directly resolved, provide an effective interface at the highest level between customers and service providers; ensuring that priority setting and escalation procedures are applied effectively
3.Ensures high quality services are provided to internal and external customers through the development and maintenance of robust IT policies and procedures.
4.Improve efficiency and effectiveness of helpdesk activity by analysing and proposing recommendations for improvement.
5.Produce weekly and monthly statistics and performance reports
6.Monitor and report on IT Security and Compliance
7.To manage audit processes and in liaison with Internal Audit officers, project manage implementation of audit recommendations.
8.Provide 2nd and 3rd line support on desktop systems,
9.To oversee new IT Installations and office closures/moves.
10.To assist with setting department’s budgets.
11.To own and manage Hardware and Software Assets including the Software Asset Management
12.To take ownership for the management of subscriptions, registrations, maintenance and support contract renewals.
•Re-engineer your help desk according to industry best practices
•Develop and maintain formal procedures for consistency and increased productivity
•Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
•Choose appropriate technology and other resources to maximize help desk effectiveness
•Build a qualified help desk team through innovative hiring and training techniques
•Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
•Develop a customer care philosophy that ensures customer satisfaction
•Analyze help desk performance through various statistical and reporting methods
•Market the image of the help desk as a support group showcase that advances the IT vision and strategy
Workforce management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a call center manager or a supervisor. Work step-by-step of effectively forecasting and calculating staff requirements, creating staff schedules, and tracking daily service and performance. Also; the impact that each and every person can make in terms of achieving service goals for the day.
I designed around case study problems that cover typical forecasting and scheduling scenarios, as well as complications in today's environment such as skill-based routing, handling of other media contacts such as email and text chats, and staffing for a mixture of inbound/outbound calling.
Since I was part of the (Dev/Manage team) in the call center. we should participate/support every person in the team. I worked as developer with Project manager, call center manager, operation manager and Quality Manager and supervisors to improve their performance.