IT Help Desk Supervisor

Location: Alexandria Office

Main Responsibilities:

– Directs and manages the day-to-day operations and functions at the Technical Help Desk and Technology Service and Support (TSS).

– Acts as a liaison with management in the development and maintenance of systems procedures.

– Collaborates with key stakeholders, as well as business partners to develop and implement technology solutions.

– Responsible for ensuring optimal performance of IT Services Division team staff and the various products and services they support via the Help Desk from Alexandria Office.

– Continuously improve Help Desk processes including Incident, Problem, and Knowledge Management.

– Manage and monitor all help desk team in handling the tickets for accuracy, escalation, and completion.

Qualifications:

– BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experience

– Years of experience at least 3

– Above average knowledge of networking protocols, especially TCP/IP.

– Proven experience as a help desk technician or other customer support role

– Tech savvy with working knowledge of office automation products, databases and remote control.

– Good understanding of computer systems, mobile devices and other tech products.

– Ability to diagnose and resolve basic technical issues

– Proficiency in English

– Excellent communication skills

– End user-oriented and cool-tempered

– Experience in supporting end users on a corporate network; specifically support involving Servers, Windows servers, Switches, Subnets, Routers, VLAN’s, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.

– Real experience with ticket and service management systems.

– Understand service management and working with the ticking systems