HelpDesk Supervisor
Alyasra Foods Company
Total des années d'expérience :12 years, 0 Mois
Reporting directly to the IT Manager and collaborating closely with other IT team members. Responding to queries in a timely
and accurate manner and resolving queries to the user’s satisfaction.
Responsibilities:
Supervising, and monitoring performance of a growing team of help desk technicians.
Providing guidance and training to the staff on handling complex queries and situations.
Screening and fielding incoming help requests from end-users via telephone, text or emails in a very effective and courteous
manner.
Monitoring customers' problems and ensuring timely resolutions.
Working directly with software development team to ensure fast resolutions for software issues.
Investigating and diagnosing user problems, identifying their source, and determining possible solutions.
Overseeing software and application installation, and upgrades.
Assisting other departments with hardware and software related issues.
Preparing and maintaining procedures and guides for end-users and IT staff.
Improving user awareness of various IT services.
Three different Outsourcing projects:
- Helpdesk Support at Public Authority for Applied Education and training (PAAET) project (May 2012 - Dec
2013).
- Helpdesk Support at Environment Public Authority (EPA) project (Jan 2014 - May 2014).
- Helpdesk Supervisor at Warba Bank project (June 2014 - Oct 2018).
Responsibilities:
Working within a TCP/IP network environment, including DHCP, DNS and Ethernet.
Investigate specialist and complex IT support issues.
Communicating with third party technical specialists.
Maintaining a wide range of computer hardware and software programs.
Identifying & reporting on the budgetary implications of IT projects and upgrades.
Responsible for allocating work to junior staff and induction training for new staff.
Arranging meeting every week with Helpdesk staff for applying any new changes in project procedures and Profitable
suggestions from staff.
Managing tickets in BMC Service Desk Express, BMC FootPrints & ServiceNow following with technical professionals
and users for problem resolution.
Providing technical assistance remotely to users facing problems with their desktops, networks, phones etc. Constant
checking with field engineers on resolution and completion of problems reported by users.
In-depth knowledge of Microsoft Windows XP/ Vista / Windows & Microsoft Office up to Office 2016 and Office 365.