Service Desk Supervisor

2 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar MiLaha Full time
Supervise, train, and mentor service deskstaff.

  • Monitor and manage service requests andincident queues.
  • Ensure that service requestsare prioritized and resolved in a timelymanner.
  • Escalate and manage high-priority orcomplex issues.
Incident TrendAnalysis

  • Ensure that service requests andincidents are logged, prioritized, assigned, and resolved in atimely and efficient manner, meeting or exceeding service levelagreements (SLAs).
  • Identify recurringtechnical issues and work with other teams to implement permanentsolutions to reduce incident frequency.
TechnicalSupport

  • Provide technical guidance and supportto team members when necessary.
  • Assist withresolving complex technical issues and customerescalations.
Quality Assurance

  • Establish and maintain service level agreements (SLAs) for responseand resolution times.
  • Implement and monitorquality control processes to ensure high-quality customerservice.
  • Review and analyze customer feedbackand implement improvements based on feedback anddata.
Reporting and Documentation

  • Generate reports on service desk performance, including key metricsand trends.
  • Maintain accurate records ofincidents, service requests, and resolutions.
ProcessImprovement

  • Identify areas for processimprovement and efficiency gains.
  • Implementbest practices and tools to enhance service deskoperations.
  • Stay up to date with industrytrends and technology to make recommendations forimprovements.
Team Leadership
Supervise, train,and mentor service desk staff.
Set performance goals,provide feedback, and conduct regular performanceevaluations.
Foster a positive and collaborative teamenvironment.
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