Workers Assistant Job in Dubai UAE

JOB DESCRIPTION

Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Oversee the development, implementation, and administration of help desk staff training procedures and policies. Provides refresher training on software application to service desk/helpdesk officers to maintain efficiency of work output. Create and implement policies and processes for handling and escalating requests. With UAEU FMD Management’s permission, create local work instructions and procedures that SD officers must adhere to. Keep a close eye on all employees, making sure that all incoming calls, emails, and requests are appropriately escalated or routed through CAFM software and forwarded to FMD Management representatives in accordance with their assigned duties. Create statistical reports and monitor and evaluate Help Desk request trends. creates reports on a monthly basis or as needed by UAEU FMD Management. makes certain that requests are fulfilled promptly. Determine ways to enhance the delivery of helpdesk services and submit them to UAEU FMD Management. Respond to grievances and offer customer service.