Helpdesk Team Leader-Zayed University Helpdesk

Helpdesk Team Leader
Make a difference every day

The Job Opportunity
Are you looking for a career with long-term, government-backed contracts,
trusted leadership, and loyal colleagues? Looking for a career with
challenging and purposeful work? Serco has a place for you. Here, you’ll find
stability and growth. Join our team as a Helpdesk Team Leader in one of our
prestigious University contract in Abu Dhabi .We invite you to make a
difference every day.

The key purpose for this role is to support and supervise the operational
issues in providing a helpful and professional front of house for helpdesk to
ensure service is delivered in line with Serco’s requirements. In providing
this service we shall project a professional image at all times.

In the Middle East, we employ more than ‎5,500 people across four countries
including the United Arab Emirates, the Kingdom of Saudi Arabia, Qatar and
Iraq. Our employees remain our greatest asset.

Key accountabilities Ensure an effective and polite helpdesk service is
delivered. Monitor operational issues and manage working procedures to
optimize the staff allocation whilst ensuring response to situations as stated
in the service level agreements. Call handling – recording relevant
information liaising with internal staff colleagues. Responsible for emergency
and alarm calls, as per agreed policies and protocols are carried out. Issue
work instructions. Ensure all staffs are trained as required. Demonstrate
leadership and team building skills through staff communication and hold
regular meetings to gain staff commitment and build efficiency of the
department. Build relationships with client as appropriate. Ensure that all
required records and paperwork are completed in line with Health & Safety
Quality and Serco policies and procedures. Participate as a full member of the
team through supporting and carrying out training working flexibly as required
to cover other members of the team including completing front line tasks.
Supervise and monitor work completed by team to ensure that performance levels
and service requirements are maintained Undertake other ad-hoc as prescribed
by manager and within scope of skill and capability. When to seek advice from
manager with regular reports on activity/incidents. Ensure all records are
kept accurately and timeously. Planning and supervision of work rotation and
allocation of staff To report any Health & Safety hazards around site as per
procedures. Contribute /prepare annual appraisals Undertake any other duties
appropriate to the grade.

What we are looking for in our candidates: Good communication skills
Ability to prioritize tasks as necessary for service delivery Ability to
remain calm whilst providing front line response in event of a major incident
Must have manual dexterity for operating equipment May have to deal with
abusive or distressed callers Must have the ability to react quickly and
effectively and know when to escalate an issue to the appropriate person. Good
Customer Care skill

Specific requirements Supervising staff, monitoring work standards and team
working essential. Use of Switchboard and Helpdesk communication and recording
systems Good Knowledge of English Language Knowledge of Arabic, Hindi, or Urdu
languages Must have previous experience in supervisory role. Use of monitoring
systems/ CAFM Must have managed a team Previous experience and knowledge of
supervisory practices and procedures.

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an
important role to play.

https://www.serco.com/me

We are a team of ‎50,000 people responsible for delivering essential public
services around the world in areas including defence, transport, justice,
immigration, healthcare and citizen services. We are innovators, committed to
redesigning and improving public services for the benefit of everyone.

Join Us

By joining Serco you will have unlimited access to our Global Employee
Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and
SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who
are passionate about diversity, inclusion and belonging .

We take pride in what we do
Competencies