Helpdesk Team Leader-zayed University Helpdesk

7 months ago

Abu Dhabi, United Arab Emirates Serco Plc Full time

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.

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.

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
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