The role of the Service Desk Supervisor is to
assist the Senior IT Manager and the IT Manager in the smooth running of the IT
Department in IFZA. This role will supervise all tickets coming into the IT
Helpdesk and ensure they are handled in a smooth and efficient manner. They are
the owner of the ticketing function in the IT Department, and it is their
responsibility to ensure that tickets are resolved in the users’ best interest,
in the most time-efficient manner. Along with supervising the helpdesk, the
supervisor will also be handling Level 1 and Level 2 IT tickets. It is essential that the Service Desk Supervisor has excellent
problem & frustration handling skills, effective communication skills, and
possess the ability to explain technical issues clearly to non-technical users
should the situation arise. Main Responsibilities:
Providing management reports on IT Service Desk
operations and issues, including recommendations for areas of service or
technology improvements
Supervising the help desk to support IFZA staff’s
daily activities, ensuring timely and professional delivery of technical
support
Always ensuring a team member is present at the IT
Service Desk and providing a welcoming environment for users
Ensuring the screen in the Service Desk area is on
at all times during work hours
Updating and maintaining the screen in the Service
Desk area on a monthly basis
Answering and responding to inbound calls or
electronic requests from end-users with a professional attitude
Training help desk staff on areas of
responsibility, new technology, and support procedures
Ensuring help desk staff provide consistent,
high-quality, and professional service, including communication and telephone
skills
Using an ITSM tool to create, update, and manage
tickets with precision and attention to detail, identifying and classifying
incident types and service interruptions
Logging incidents and requests into appropriate
categorization on the IT ticketing system
Ensuring IT Assets are assigned to users correctly
and the system is maintained
Coaching other members of the team on ticket life
cycles
Taking ownership of issues and actively
facilitating the resolution of reported incidents/user technical issues as they
arrive (even in cases where they have been reassigned)
Following up with reported complex incidents to
ensure they are resolved, requests are filled, and the customer communication
is complete
Following up on users post ticket closure,
asking how their experience was and build relationships
Handling customer complaints in a professional
manner and escalating to the IT Manager or Senior IT Manager as and when
required
Working towards reducing the number of complaints
received by the department
Performing other job-related duties as assigned
by Management
Requirements
Bachelor's degree in Computer Science, Engineering, or other relevant subjects OR equivalent in industry experience
3-5 years hands-on experience in IT service desk or technical support
role
1-2 years of experience managing a team of Service Desk Analysts
ITIL
V3/V4 or has a clear understanding of Incident, Request, Problem and Change
management
Experience in using IT service management (ITSM) tools and ticketing
systems
Experience in documenting technical issues and solutions and providing
remote technical support
Experience
in providing remote technical support
Experience in Windows operating system support and troubleshooting
Experience
in knowledge base maintenance
Demonstrated ability
to troubleshoot basic IT issues
Understanding of
basic network concepts and connectivity troubleshooting
Basic
understanding of IT security practices
Strong verbal and
written communication skills in English
Proven ability to
manage stakeholder expectations
Demonstrated
problem-solving and analytical capabilities
Experience in
prioritizing multiple tasks effectively
Strong documentation
abilities
Professional and customer-focused approach
Benefits
International team (over 50 nationalities)
24 annual leave days
Annual flight home
Life insurance plan
Medical insurance plan (with the option to upgrade at your own cost)
Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
Invitations to participate in various company functions, staff events, and department team building events
Opportunities to learn, develop and grow with the organization
Being part of a motivated team and Moving-Forward-Company-Culture
