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 current 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
Strong technical expertise in Windows 10/11, Microsoft 365, Exchange Online, Active Directory

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