Job Description

We are seeking an experienced and highly skilled Helpdesk Manager to join our team. The ideal candidate will have a minimum of 5 years of relevant experience in Helpdesk operations within the facilities management company and Healthcare industry in the UAE.

Key Responsibilities:

• Team Leadership: Lead, motivate, and manage the helpdesk team, including hiring, training, and performance evaluations.
• Scheduling: Create and manage work schedules to ensure adequate coverage and efficient operations.
• Training and Development: Provide ongoing training and development opportunities for team members to enhance their skills and knowledge.
• Issue Resolution: Oversee the resolution of technical issues and ensure that they are addressed in a timely manner.
• Escalation Management: Handle complex or high-priority issues that require escalation, ensuring they are resolved effectively.
• Performance Monitoring: Monitor ticket queues, response times, and resolution times to ensure adherence to service level agreements (SLAs).
• Procedure Development: Develop and implement standard operating procedures (SOPs) for handling support requests and incidents.
• Continuous Improvement: Identify areas for improvement in support processes and implement changes to enhance efficiency and effectiveness.
• Feedback Implementation: Gather feedback from users and helpdesk staff to identify areas for improvement and implement necessary changes.
• Reporting: Generate and analyze reports on helpdesk performance, including metrics such as ticket volume, resolution times, and customer satisfaction.
• Trend Analysis: Analyze data to identify trends, recurring issues, and areas for improvement.
• Customer Interaction: Ensure that users receive high-quality support and maintain a positive relationship with customers.
• Service Excellence: Monitor and improve customer satisfaction by addressing complaints and ensuring high standards of service.
• Knowledge Management: Maintain a knowledge base of common issues and solutions to facilitate faster problem resolution.
• Tool Management: Oversee the use of helpdesk software and tools, ensuring they are effectively utilized and updated as needed.
• Stakeholder Liaison: Act as a liaison between the helpdesk team (CAFM) and other departments, including IT, to address issues and ensure alignment with organizational goals.
• Communication: Ensure clear and effective communication within the team and with end-users regarding issue status and resolution.
• Resource Allocation: Plan and allocate resources effectively to meet demand and maintain high service levels.
• Budget Management: Manage the helpdesk budget, including forecasting costs and ensuring cost-effective operations.

Requirements:

• A minimum of 5 years of relevant experience in helpdesk operations within a facilities management company and healthcare industry in the UAE.
• A Bachelor's degree in Engineering or related studies.
• Excellent communication skills.
• In-depth understanding in the principles of Quality Assurance and working to procedures.
• Proficient in MS Office and other computer applications.

Job Type: Full-time

Education:

• Bachelor's (Preferred)

Experience:

• Healthcare: 5 years (Required)
• Managerial: 5 years (Required)

Application Deadline: 02/08/2024