SNC-Lavalin

Job Description

Roles & Responsibilities:

• Supervises the day-to-day operations of a technical help desk.
• Supervising a team of helpdesk technicians, including hiring, training, and performance management.
• 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.
• Monitor and approve Monthly, Weekly and daily reports for CAFM and AVAYA.
• Monitoring helpdesk ticket queues and ensuring that tickets are assigned and resolved in a timely manner.
• Ensuring a smooth operation in the helpdesk by ensuring the AVAYA phone system is up and running without outage and difficulties.
• Preparing and uploading PPM plans of all Tatweer schools in CAFM system
• Collaborating with other departments to integrate CAFM data with other systems or processes.
• Providing technical support and assistance to users as needed.
• Developing and implementing processes and procedures to improve the efficiency and effectiveness of the helpdesk.
• Ensures the latest product and technical updates or policies are available and communicated to the team.
• 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.
• Find areas of improvement to enhance customer experience and satisfaction.
• Handling customer complains with utmost importance and priority.

Minimum Qualifications/Membership

• Degree Qualified
• 5 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision.

Worker Type

Employee

Job Type

Regular

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.