Service Desk Specialist
khadamat Facilities Management
مجموع سنوات الخبرة :11 years, 4 أشهر
Monitor and respond quickly and effectively to requests received through the helpdesk.
Respond to customer queries by phone and email.
Create step-by-step training material with screenshots for clients.
Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware.
Document internal procedures.
Maintain daily performance of computer systems.
Ask educated questions and listen to customers to determine root cause of issues.
Work through the problem-solving process with customers, empowering them to do the same in the future.
Run diagnostic problems to resolve problems.
Train incoming staff. prepare activity reports
Report significant and recurring issues to the tier-2 support team.
Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting
Be in charge of running and managing the call center daily.
Set targets for all other call center agents to meet up with.
Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
Understand all organization’s products, services, procedures and guidelines and communicate it to all team members.
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
Recommend and purchase gadgets to enhance job performance at the call center.
Conduct regular review of all call center agents performance and organize training sessions for under performers.
Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
Ensure that clients kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Provide excellent, professional and consistent outstanding customer service.
Maintain and provide accurate information of the company including service, policies, process, procedures, etc.
Respond to all routine telephone calls in a professional, friendly and helpful manner at all times.
Maintain cleanliness of the Call Center Office at all times.
Keep files and equipment organized.
Maintain a high level of professional appearance, demeanor, ethics and image for self and other staff.
Accept and record tenant’s request for services and / or complaints via telephone call or email.
Route the request / complaint to concerned departments for proper corrective actions.
Follow up on request / complaint log.
Ensure all jobs pertaining to tenant’s request / complaint are being carried out as per schedule.
Records tenant’s feedback gathered from Help Desk or directly from tenants.
Perform other clerical duties and projects assigned from time to time by management.
Support energy performance improvement initiatives
Conserve energy consumption whenever possible
Ensure that subordinates comply with MAB’s energy policy, procedures and Energy management system requirements.
Participate in Emergency And First Aid Activities.
Report near misses and incidents.
Participate in HSE & Cross Functional meetings as required.
Other duties as assigned.
⦁ Assigns work, provide direction to clerical staff and ensures that the assigned tasks are completed, ensure effective and appropriate clerical staff coverage.
⦁ Orients and trains clerical staff.
⦁ Monitor the performance of staff, provides feedback on their performance and conducts performance evaluation.
⦁ Participates in the recruitment and selection of clerical staff by confirming duties.
⦁ Evaluates, develops and recommend office procedures and practices to senior management, ensure the approved office polices; practices and procedures understood and followed.
⦁ Responds to outside inquires about services offered by the organization, communicates with other community service agencies and/or ministries regarding client enrolment in and attendance at programs.
⦁ Perform a variety of secretarial duties, such as drafting and typing routine correspondence, arranging meetings and taking minutes.
⦁ Maintains client and program information using spreadsheet and/or database software.
⦁ Produce reports from database as required by the supervisor by identifying and organizing the required information, compiling data, designing format, and printing reports.
⦁ Performs other duties as required.
Planning, developing and implementing PR strategies Liaising with colleagues and key spokespeople Researching, writing and distributing press releases to targeted media for business developing Writing and editing in training and developing materials, case studies, speeches, articles and annual reports Organizing events including press conferences, exhibitions, open days and press tours Maintaining and updating information to superiors according to chain of command Fostering community relations through events such as open days and through involvement in community initiatives