Senior Manager Help Desk

الوصف الوظيفي

1.  Oversee and manage the AFM Help Desk to support consistent and effective operations
2.  Ensure 24/7 cover for the Helpdesk by organising staffing rosters for cover and ensuring all staff are trained on and understand their responsibilities, being the customer facing point of contact for all faults and requests.
3.  Establish helpdesk escalation framework including prioritization and logging of service requests
4.  Liaise with service delivery teams to ensure correct prioritisation of asset faults and requests
5.  Track and monitor fault and request resolution
6.  Process, prioritise and respond to stakeholder and occupier enquiries on faults and requests
7.  Oversee AFM coordination at the Operations Control Center
8.  Provide critical management information reports that will be used to manage the performance and compliance with suppliers
9.  Understand aspects of the service delivery contracts and the SLAs in order to log work using the correct priority codes, to enable accurate reporting and optimum functionality of the helpdesk system
10.  Oversee ticketing activity following the correct procedures and escalating any outstanding work as required or actioning further work to be carried out
11.  Proactively managing and monitoring the quality service provided by the helpdesk to ensure that standards are met, response/final fix times are achieved and problems are resolved or escalated to minimise operational disruptions

المهارات

· High ethical standards & integrity in professional and personal dealings
· Puts customer at the forefront
· Take ownership, and accountability for self and team
· Able & willing to listen to others and encourages dialogue
· Able to make decisions and stand by them
· Understand commercial and risk consequences
· Sensitive to corporate politics
· Able and willing to raise potentially controversial issues
· Able to operate in fast paced 24/7/365 environment
· Flexible, responsive and willing to consider change
· Able to lead and motivate people
· Able to work as a team member and encourage team collaboration.
· Resilient and able to cope in demanding fast paced environments
· Persistent and continually works to achieve success
Qualification / Experience
· Degree Level or able to display proven experience in role – Help Desk / Call Centre Management, Property Management, Facilities Management, Operations Management, Business Management.
· >5 years experience in management roles, with increasing levels of responsibility.
· Proven delivery of results at similar level, particularly around contracted customer point of contact service delivery, facilities helpdesk management in a complex and operationally critical environment.
· Property and Facilities Helpdesk or Call Centre Management
· Customer Service
· Leadership
· Responsive, able to operate under pressure and multitask
· Able to filter through criticalities based on operational risk and sensitivities to prioritise response
· Planning and Scheduling
· Performance management
· Policies, procedures and reporting
· Primary Contractor service provision.

تفاصيل الوظيفة
منطقة الوظيفة أبوظبي, الإمارات العربية المتحدة
قطاع الشركة الموارد البشريّة
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني إدارة

https://www.bayt.com/ar/uae/jobs/senior-manager-help-desk-3873204/