Job Details - ATG2774 - Assistant Manager - Helpdesk

ATG2774 - Assistant Manager - Helpdesk

Company: Group support services
Operations: Professional support services
Function: Information Technology
Location: Dubai, U.A.E.
Closing Date: 31-May-2010

Job Brief:
  • Practice Total Contact Ownership to ensure smooth functioning of the Help Desk Center.
  • Provide assistance to PC users to resolve their problems on-line.
  • Log problem calls/ mails into the Help-Desk monitoring system.
  • Develop a performance measurements framework and facilitate feedback system to team members’ on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
  • Participate in the development of a service level agreement and ongoing management of service level compliance. 
  • Participate and assist in driving the knowledge management process. 
  • Resolve escalated customer and vendor issues.
  • Resolve daily issues of a complex scope that impact the team and overall business objectives.
  • Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, and coach and assist team members to deliver quality support.
  • Maintain current knowledge of industry trends and potential impact on the support business.
  • Provide Feedback to IT Management about the system related issues faced by users to improve the performance.
Person Specification:
  • Diploma/ Bachelors in Computer Science/ Applications.
  • 4-5 Years of experience in Help-desk in a commercial environment.
  • Ability to address users’ problem at remote locations over phone. 
  • Good communication, problem evaluating and interpersonal skills.

 

Position Type:
  • First Line Management

PRIVACY AND APPLICATION POLICY

To the extent permitted by applicable laws and regulations, Al Tayer Group LLC and its affiliated companies (“Al Tayer” or “we”) collect, use and disclose your personal information in accordance with the principles set out below.
By submitting your CV or job application, you are acknowledging that any personal or other information you supply to us may be used by Al Tayer to assess, evaluate and check your candidacy, and to make copies, reproduce, organise, modify, and analyse for our own purposes or for the purposes of our affiliated companies, whether in original or derivative form. You further agree that we may share your information with our affiliated companies and our third party service providers.
You expressly acknowledge that submitting your application does not mean that you will be contacted for an interview or that you will be made an offer of employment.
We may consider you for other positions either with Al Tayer or our affiliated companies although we will seek your consent before advancing your CV any further.
We reserve the right to discontinue the recruitment process at any stage. Similarly, you have the right to withdraw your active application at any stage of the recruitment process.
We would like to assure your application will be treated with due diligence and thank you for considering employment with the Al Tayer Group.

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