SNC-Lavalin is an International Integrated FM service provider operating in the GCC, providing Total FM services across prestigious clients. We are currently seeking to recruit a highly experienced Help Desk Supervisor to join our Tatweer Schools PPP (Wave 1) Contract based in our new Project Office in Jeddah. Roles & Responsibilities:
Supervises the day-to-day operations of a technical help desk.
Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions.
Trains team on the help desk systems, processes, tools, and procedures required to document, track and resolve reported problems and to meet operational service levels and standards.
Ensures the latest product and technical updates or policies are available and communicated to the team.
Monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards.
Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department.
Supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes.
Contributes to the development of processes and procedures. Minimum Qualifications/Membership
Degree Qualified
5 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision.
IACCM
ACMA Rewards & Benefits: We offer an excellent package which includes:
A competitive salary
Transportation allowance
Medical and life insurance cover
Annual leave
Company gratuity scheme
Discretionary bonus scheme
Annual flight allowance to point of origin
Employee Assistance Programme - 24 hour free advice on financial, legal and family care specialists and also access to personal health, fitness and nutrition consultants. SNC-Lavalin Projects and O&M Services is a business unit of SNC-Lavalin Group. We provide a full range of project management, programme management, construction management, engineering services, consulting services and operation and maintenance services across the MENA region. Active in the Middle East for over 40 years, we have offices in the Saudi Arabia, UAE, Qatar, Oman, and Egypt. for transportation and other infrastructure programmes. Founded in 1911, SNC-Lavalin is a global fully integrated professional services and project management company and a major player in the ownership of infrastructure. From offices around the world, SNC-Lavalin's employees are proud to build what matters. Our teams provide comprehensive end-to-end project solutions - including PPP, capital investment, consulting, design, engineering, construction, sustaining capital and operations and maintenance to international clients. On July 3, 2017, SNC-Lavalin acquired Atkins, one of the world's most respected design, engineering and project management consultancies. http://www.snclavalin.com/