Experience: 5–8 Years
Reports To: Service Desk Lead/Supervisor
Languages: English/Arabic – Both Required
Location: UAE

Key Responsibilities

- Manage real-time floor operations, including queue adherence, workload balancing, break scheduling, and escalation management to ensure consistent service levels.

- Provide first- and second-line technical support for complex, sensitive, VIP, and high-profile contacts, driving issues toward first-contact resolution.

- Act as the technical escalation point for Tier 1 Analysts, providing floor-level guidance, mentoring, and support during periods without Supervisor coverage.

- Conduct call and ticket quality reviews, ensuring adherence to QA standards, diagnostic completeness, and effective customer handling.

- Provide structured coaching, mentoring, and performance feedback to analysts based on quality and operational metrics.

- Manage shift rosters, attendance/absence coverage, holiday planning, and daily resource allocation to maintain adequate service coverage.

- Support onboarding, induction, knowledge transfer, and ongoing technical training for new and existing analysts.

- Identify, triage, and promptly escalate potential major incidents, supporting impact assessment, information gathering, and Major Incident Management activities.

- Maintain and improve knowledge articles, monitor knowledge usage, and identify content gaps or recurring issues requiring updates.

- Identify recurring issues and problem candidates through contact trends and raise them with Problem Management for further investigation.

- Prepare shift handover reports, daily performance summaries, and operational updates for effective management visibility and continuity.

- Serve as a key technical point of reference on the service desk, supporting continuous improvement in service quality, first-contact resolution, and operational efficiency.

Requirements

Required Skills & Competencies





- Robust technical expertise in Windows 10/11, Microsoft 365, Exchange Online, Active Directory, and enterprise endpoint environments.

- Solid networking knowledge and troubleshooting experience across TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

- Hands-on experience with remote support and endpoint management tools.

- Proficiency in ITSM platforms, including ticket management, dashboards, reporting, and real-time operational monitoring.

- Basic PowerShell knowledge for diagnostics, troubleshooting, and routine technical tasks.

- Strong experience in knowledge management and technical documentation, including authoring and maintaining knowledge articles.

- Proven ability to supervise and coordinate teams in a high-volume, real-time service desk environment.

- Strong capability in queue management, workload balancing, prioritization, and operational decision-making.

- Demonstrated experience in coaching, mentoring, performance management, and quality improvement.

- Strong analytical and problem-solving skills, with the ability to handle complex technical escalations and drive issues to resolution.

Qualifications & Certifications

- Bachelor’s degree or diploma in IT, Computer Science, or a related discipline.

- ITIL Foundation certification is required.

- Microsoft certification such as MD-102, MS-900, or equivalent is preferred.

- HDI Support Centre Team Lead certification is advantageous.

Education Sector Experience

- Prior experience supporting schools, universities, colleges, or other education-sector IT environments is a strong advantage.

- Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.

Other Requirements

- Arabic language capability is a significant advantage given the bilingual user base.

- Availability for escalation outside core hours

- Clean police clearance and security vetting.

📌 Service Desk Supervisor/ Senior Agent (Chenani)
🏢 Theomnihire
📍 Chenani