Service Desk Supervisor – Cairo

Job Title:	Service Desk Supervisor – Cairo
Education:	Bachelor’s Degree
Location:	Egypt, Cairo
Category:	Installation/Maintenance/Repair, IT/Software Development, Engineering – Telecom/Technology
Description:	Supervise service desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals. Plan, organize, and direct the work of help desk support staff, including Help Desk Specialists; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties. Train staff in new and existing procedures and develop work schedules Document, track, and report on software and hardware malfunctions; enter a detailed description of user’s problems in an assigned database, and prioritize requests and label according to established procedures. Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure help desk staff provides consistent, high-quality, and professional service, including communication and telephone skills. Proactively identify process improvement opportunities, including end-user training tools and documentation. Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine the type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed. Develop queries to track and follow-up on reported problems; notify users of completion of requests; ensure accurate contact and problem resolution records are maintained. Provide management reports on help desk operations and issues, including recommendations for areas of service or technology improvements. Perform related duties as assigned.
Qualifications:	Associates technical degree with 3+ years of experience Demonstrated progressive experience in the supervision of a technical support team. Proven track record of developing and providing Service Level Agreements and Help Desk deliverables. Solid relationship management and performance management skills. Ability to motivate and direct staff members and subordinates. Strong understanding of the organization’s goals and objectives. Exceptional written and oral communication skills.
Contact:	Apply

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