Job Description

v  Managing the helpdesk technicians about 12 members.

v  Ensuring the customer service is timely and accurate on a daily basis.

v  Contributes to improving customer support by actively responding to queries and handling complaints.

v  Develop daily, weekly and monthly reports for helpdesk service.

v  Controlling service quality by reviewing deliverables and providing constructive feedback if required.

v  Monitoring service daily and checking daily activity reports of members.

v  Measure performance and evaluate each member to allocate the right person at the right position.

v  Team leadership and empowering the team members (training, knowledge sharing, coaching).

v  Communication, problem solving, troubleshooting, active listening and time management.

v  Perform routine server maintenance, data backup, and ensure system availability and uptime, recovery tasks as necessary.

v  Assist in managing email servers, storage systems, and user access controls.

v  Monitor and maintain network infrastructure (LAN/WAN), ensure connectivity, diagnose network issues, and coordinate with vendors or ISPs as necessary.

v  Assist in the planning and execution of infrastructure upgrades and deployment processes.

v  Support the implementation of server and network security measures (firewall policies, VLANs, access controls).

v  Document and maintain accurate records of network topologies and device configurations.