Job Description

Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Oversee the development, implementation, and administration of help desk staff training procedures and policies. Provides refresher training on software application to service desk/helpdesk officers to maintain efficiency of work output. Design and enforce request handling and escalation policies and procedures. Develop procedures / local work instructions to be maintained and followed by SD officers as per the approval of UAEU FMD Management. Maintain regular supervision over all working personnel, ensuring all incoming calls, requests, and mails are properly escalated/routed through CAFM software and looped to FMD Management representatives as per the designated responsibilities. Track and analyze trends in Help Desk requests and generate statistical reports. Prepares monthly report and or as required by UAEU FMD Management. Ensures requests are delivered in a timely manner. Identify strategies to improve helpdesk service delivery and present them to UAEU FMD Management. Handle complaints and provide customer care. Proven track record of developing and providing Service Level Agreements and Help Desk deliverables. Arrange schedule/ duty roster of helpdesk officers to ensure 24/7 operations are covered. 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.



Minimum Qualification



Bachelor's degree



Preferred Qualification



5 years' experience in similar field



Expected Skills



Excellent knowledge in MS Office. Knowledge in CAFM Software applications Detail Oriented Team Working Good practical experience in managing the office. Exceptional written and oral communication skills. Fluent in English. Arabic is an added advantage. Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills. Ability to absorb and retain information quickly. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Diligent working attitude. Supervisory skills.



Close Date Kindly apply before the closing date.



31/03/2025