Company profile
MENA Business Services (MBS) is a fully owned GCC company providing Contact Centre, Medical Transcription, Training Services and Business Consultancy. We enjoy an immense advantage over other organizations with similar functions in the outsourcing service sector by offering turn-key solutions that capitalize on our training and service delivery capabilities.
MBS works very closely with private organizations and government sectors thereby creating reliability and stability to the operations. Our clients include the Ministries, Telecom industry, Utilities, Banking, IT services and various other domains.
Job description
- Managing the IT Help Desk shifts schedule and shift agents.
- Monitoring the KPIs and Recommend/implement any corrective and preventive actions to keep them within the agreed limits.
- Managing the Staff leveling to support the workload.
- Interviewing and recommending qualified agents to the Company Representative.
- Monitoring agent’s activities and performance and providing coaching sessions.
- Improving Agent’s qualifications.
- Attending requested meeting with SAUDI ARAMCO.
- Providing any requested Reports to SAUDI ARAMCO.
- Attendance control.
- Answering Help Desk calls.
Qualifications
- A Bachelor’s Degree in Computer Science or Management Information Systems, or related discipline.
- Certification as a Help Desk Manager (HDM).
- Certification by Information Technology Infrastructure Library (ITIL) Foundation.
- Certification as Microsoft Certified System Engineer (MCSE).
- Having five (5) years Experience in the IT Help Desk industry, of which at least two (2) years were specialized as a Help Desk Team Lead.
- Having excellent Presentation skills.
MENA Business Services (MBS) is a fully owned GCC company providing Contact Centre, Medical Transcription, Training Services and Business Consultancy. We enjoy an immense advantage over other organizations with similar functions in the outsourcing service sector by offering turn-key solutions that capitalize on our training and service delivery capabilities.
MBS works very closely with private organizations and government sectors thereby creating reliability and stability to the operations. Our clients include the Ministries, Telecom industry, Utilities, Banking, IT services and various other domains.
Job description
- Managing the IT Help Desk shifts schedule and shift agents.
- Monitoring the KPIs and Recommend/implement any corrective and preventive actions to keep them within the agreed limits.
- Managing the Staff leveling to support the workload.
- Interviewing and recommending qualified agents to the Company Representative.
- Monitoring agent’s activities and performance and providing coaching sessions.
- Improving Agent’s qualifications.
- Attending requested meeting with SAUDI ARAMCO.
- Providing any requested Reports to SAUDI ARAMCO.
- Attendance control.
- Answering Help Desk calls.
Qualifications
- A Bachelor’s Degree in Computer Science or Management Information Systems, or related discipline.
- Certification as a Help Desk Manager (HDM).
- Certification by Information Technology Infrastructure Library (ITIL) Foundation.
- Certification as Microsoft Certified System Engineer (MCSE).
- Having five (5) years Experience in the IT Help Desk industry, of which at least two (2) years were specialized as a Help Desk Team Lead.
- Having excellent Presentation skills.
