IT Helpdesk Supervisor atAl Ahli Bank of Kuwait – Egypt

ABK Career
ABK Career

Job Description

  • Maintain High level of technical and systems support to the Bank users.
  • Handle VIP end-user requests with quality with respect to time.
  • Send frequent updates for our monitoring tools and report any unusual behavior immediately.
  • Conduct initial and basic root cause analysis on all received tickets 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 to 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 for following up and escalating 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 face.
  • Responsible for team schedule and vacations.
  • Responsible to escalate and share any support needed from head of IT helpdesk for fast resolution and avoid any delay.

Job Requirements

  • Bachelor’s degree in relevant discipline
  • 2-5 years of IT Experience.
  • Experience analyzing information and driving resolution.
  • MCSA: Windows Server 2016
  • Operating Systems
  • Mac support and troubleshooting.

Apply Via The Following Link

Jobx Team
Jobx helps people to find jobs and career opportunities that are offered by banks and companies.