- Manage the IT Help Desk employees and their schedule.
- Monitor the KPIs and implement any corrective and preventive actions to keep them within the agreed limits.
- Represent the CONTACTOR in communicating with SAUDI ARAMCO.
- Manage the Staff leveling to support the WORK.
- Interview and recommend qualified agents to the Company Representative.
- Monitor agent’s activities and performance and providing coaching sessions.
- Improve Agent’s qualifications by providing training and guidance.
- Attend requested meetings with SAUDI ARAMCO.
- Provide any requested reporting to SAUDI ARAMCO by him or his delegate.
Additional Responsibilities:
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Approve / amend the staff daily/weekly and monthly schedule for Help-Desk as per the operations need.
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Check the urgent technical-complicated support issues that have been addressed, escalated by the operations teams or / and regular Saudi Aramco users.
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Review daily/ weekly and monthly quality and performance reports.
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Perform routine performance analysis and suggest / implement changes required.
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Manage the Help Desk Operations teams.
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Ensure the IT Help Desk employees response to users, troubleshoot and resolve PC, software, network and other hardware problems in timely manner
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Motivate the support teams to adhere to IT best practices and deliver outstanding customer services and satisfaction to employees across locations
Job Details
| Date Posted: | 2016-05-05 |
| Job Location: | Khobar, Saudi Arabia |
| Job Role: | Management |
| Company Industry: | Information Technology |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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