Key responsibility

- Lead and manage a team of technical support specialists (Service Desk & Desk Side).

- Front-line point of escalation for immediate service needs or issues.

o Dealing with difficult customers on the phone (e.g. irate customer)

o Assists technicians with difficult ticket issue (technical, procedural, etc.)

o Provides a resource for weekday/end support escalation of incidents (rotation

schedule as needed defined by management)

- Ticket Queue Management

o Monitors P1 Outage Queues (phone and tickets)

o Assigns Urgent Tickets

o Assigns aged open-idle tickets (same working day)

o Alters ticket priority as necessary

o Monitors assigned tickets in individual queues

o Provides follow-up for tickets that were closed improperly (e.g. feedback emails, wiki updated and technician training)

o Serves as an escalation point for critical tickets (user requested escalation)

- Phone Queue Management

o Monitors Technician on ready/off ready phone status

o Ensures critical and high priority calls are answered

o Serves as contact for any Service Desk technical phone issues (triage resolution of

Service Desk phone outages, technician queue changes, ivr, dropped calls, etc…)

- Wiki Maintenance (Knowledge Base)

o Owns “Dispatch Guide”

o Creates Wiki pages

o Reviews and updates pages as needed

- Service Desk Reporting

o Provide daily reports

o Provide ad-hoc reports (on an as needed basis)

- Outage Management

o Coordinates with Service Desk and Desk Side teams to gather outage information

o Ensures Outage Notification is sent with correct information

o Acts as POC for Service Desk and Desk Side responsibilities during the outage

o Ensures outage updates are sent in a timely manner

o Ensures any requests for contact or updates are acted upon

o Ensures service restoration is verified

o Provides valuable technical and organization knowledge

- New Employee Onboarding

o Acts as a mentor for new employees/interns

o Responsible for the requesting of all new accounts and accesses

o Coordinates trainings according to the Technician Development Plan

- Technician Responsibilities (As Needed)

o Handles critical and high priority tickets

o Handles critical and high priority calls

Academic & Professional experience required:

-Bachelor’s Degree in Computer Science or similar field

-A minimum of 6 years of experience in the IT field and at least 3 years of Help Desk/Customer Service experience required.

- Hardware & Software troubleshooting experience required

- Prior experience on enterprise systems required Knowledge of cloud security principles and

best practices is a plus.

- Excellent command in all Microsoft Office applications.

- Experience in ERP system; SAP experience preferred.

-Excellent written and spoken English and Arabic

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