Sign In
 [New User? Sign Up]
Mobile Version

Helpdesk Supervisor

Job Code:
  • Banking & Finance
Applying for this job will take you to an external site
  • Shortlist
  • Email Friend
  • Print

Job Details

Oversee all tickets currently assigned to the Global IT Helpdesk along with continual monitoring and efficient assignment of tickets to staff on a minute by minute basis and based on priority matrix. Ensure prompt follow up on tickets marked for call back or where a user updates have been received.Monitor Legacy SunGard shift lead dashboard queues as well as FIS Global ticketing tool views and correct inconsistencies accordingly.Monitor Taske phone dashboard to ensure all available resources are logged in and in a ready to take call status.Work on CMS tickets regularly to assist the team with backlogs. Attend trainings and provide support where required for new service transitions.Point of contact for escalations taking ownership for monitoring and tracking through to resolution, plus ownership of internal corrective actions to minimize repeat cases in the future.In collaboration with the Site Lead, provide an independent eye on staff performance and ensure corrective actions are being implemented and tracked. Conduct and participate in team meetings.Assign activities to be carried out by weekend coverage staff.Identify trends or high call volumes that indicate critical issue is in progress and consult with Incident Manager on action to be taken. Manage process for communicating outage/critical issue to the organization.Perform handover process at the end of each shiftProduce statistics and management reports on daily, weekly, monthly focused towards productivity, staffing, phone calls, etc.Undertake performance management and staff development activities along with Site Lead and address any performance issues identified as a result of own observations.Assist in recruitment and selection of Global IT Helpdesk Tier 1 staff.On-boarding activities for any new joiners to the Tier 1 function.Provide on call coverage outside shift hours and weekends as per schedule.Assist Tier 1 staff in providing support where higher level troubleshooting or additional experience is required, or when ticket volumes are higher and additional resource is required.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-8


Applying for this job will take you to an external site


© Copyright 2015 Al Nisr Publishing LLC - powered by Gulf News