Details

3 weeks ago

Sharjah, United Arab Emirates University of Sharjah Full time

Team Leader of Service Desk Unit

Category
Non Faculty Vacancies

College
Departments

Department
Information Technology Center

Job Purpose

To manage and supervise the daily operations of the Service Desk Unit in order to provide high quality technical support and increase client satisfaction to the University of Sharjah's community. As well as manage, develop and motivate the Service Desk Unit's team members.

Main accountabilities & expectations
- Create and develop procedures for the Service Desk Unit in alignment with IT Center and University of Sharjah procedures.
- Oversee incoming calls, complaints and concerns; and follow up the status of these issues making sure they are resolved correctly and in timely manner.
- Setup service request schedules for the IT Technical Support team; according to the IT Center's polices, degree of importance and business needs.
Monitor day-to-day activities at the Service Desk Unit and ensure that daily activities are executed correctly and efficiently. As well as ensure that job tasks are distributed between team members fairly and professionally.
- Train, coach and provide technical/practical expertise to new employees in the Service Desk Unit's processes to ensure they acknowledge and understand their responsibilities and tasks.
- Develop and implement customer satisfaction methods in order to measure customer satisfaction with Service Desk services at UoS, identify areas or improvement and suggest suitable resolutions.
- Contribute to improving customer support and satisfaction by actively responding to queries and handling complaints in a timely matter.
- Manage, develop and motivate the Service Desk team in order to build and develop their organizational capabilities, provide them with development opportunities such as training, coaching, etc., as well as report on their performance.
- Assist and guide UoS community members in the use of technology, and answer their enquiries related to the use of IT services available at UoS.
- Prepare various reports, analysis and statistics related to the Service Desk unit when requested.

Job Specific Accountabilities**Required Skills**:

- Excellent oral and written communication skills and the ability to prepare professional documents, in both Arabic and English.
- Leadership skills.
- Project and time management skills.
- Analytical and critical thinking.
- Good interpersonal skills.
- Organization skills.
- Attention to detail.
- Problem solving skills.
- Excellent customer service skills.
- Demonstrate a good understanding of operating the required software/hardware
- Able to understand the meaning of common error messages and explain them to users in simple language.
- Ability to organise and prioritise multiple tasks and produce reports under strict guidelines.
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
- High integrity and openness combined with commitment to good governance.
- Use technical knowledge to help and assist users overcome any difficulties.
- Flexibility and ability to function effectively as part of a team.

Preferred Qualification & Experience
- Minimum of bachelor's degree in Business Administration, Computer Science, Information Technology, Computer Engineering, or a relevant discipline.
- Minimum of bachelor's degree in Computer Science, Computer Engineering, or a relevant discipline.
- IT Infrastructure Library Certification (ITIL).
- 10-12 years of UAE experience in similar role preferably in higher education institutions.
- Priority is to UAE Nationals.

Job Location
University of Sharjah (Main), University of Sharjah (Main),

CompetenciesJob Criteria

Gender
Male or Female

Qualification
Bachelor's degree/higher diploma

Relevant Experience
10 and more

Living In UAE
Open for all

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