IT Helpdesk Supervisor
Job Description
Job Purpose
Maintain High level of technical and systems support to the Bank users
Key Accountabilities
- Handle all end users IT technical and systems functionality queries received through different channels, i.e.; ticketing system, telephone and email
- Resolve any IT technical and systems functionality issues in a timely and effective manner.
- Troubleshoot and resolve end-user’s hardware, operating system, and software related problems.
- Conduct initial and basic root cause analysis on the all received tickets in order to find or recommend permanent solutions for repeated issues or problems.
- Provide a friendly and professional service for end-users.
- Ensure that all IT technical and systems functionality incidents, queries and requests are logged on the ticketing system and escalate any issues when necessary to the 2nd level support.
- 1st level of escalation for any issues related to IT helpdesk.
- Follow-up on any outstanding calls, priorities issues and ensure customer expectations are exceeded.
- Train the users for the new applications usage and how to avoid repeated problems.
- Provide support and guidance to junior IT helpdesk Agents
- Vendor management and tracking.
- Monthly visits & survey to ensure end users satisfaction.
- Generate weekly and monthly reports to ensure team performance quality.
- Generate monthly reports for repeated issues to work on it.
- Responsible to follow up and escalate any issues related to vendors or any other stakeholders.
- Responsible for tickets rerouting and assigning to other team members.
- Follow up with other IT teams on any global issues end users facing.
Education
Bachelor’s Degree or Equivalent Certification/Experience
Experience
- 2-5 years of IT Experience.
- Experience analyzing information and driving resolution. .
- Experience interpreting and supporting IT and Business Processes.
Competencies & Skills
Customer Centric,
Effective Communication,
Professional Ethics,
Result Focus,
