Service Desk Supervisor/ Senior Agent

Company not disclosed

Dubai, Dubai, United Arab Emirates
Salary not specified
Posted
Full-time
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Job Description

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 - Strong 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.

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