Service Desk Supervisor/ Senior Agent

Experience: 5–8 Years

Reports To: Service Desk Lead/Supervisor

Languages: English/Arabic – Both Required

Location: UAE

Key Responsibilities

• Manage

real-time floor operations, including queue adherence, workload balancing,
break scheduling, and escalation management to ensure consistent service
levels.

• Provide

first- and second-line technical support for complex, sensitive, VIP, and
high-profile contacts, driving issues toward first-contact resolution.

• Act

as the technical escalation point for Tier 1 Analysts, providing
floor-level guidance, mentoring, and support during periods without
Supervisor coverage.

• Conduct

call and ticket quality reviews, ensuring adherence to QA standards,
diagnostic completeness, and effective customer handling.

• Provide

structured coaching, mentoring, and performance feedback to analysts based
on quality and operational metrics.

• Manage

shift rosters, attendance/absence coverage, holiday planning, and daily
resource allocation to maintain adequate service coverage.

• Support

onboarding, induction, knowledge transfer, and ongoing technical training
for new and existing analysts.

• Identify,

triage, and promptly escalate potential major incidents, supporting impact
assessment, information gathering, and Major Incident Management
activities.

• Maintain

and improve knowledge articles, monitor knowledge usage, and identify
content gaps or recurring issues requiring updates.

• Identify

recurring issues and problem candidates through contact trends and raise
them with Problem Management for further investigation.

• Prepare

shift handover reports, daily performance summaries, and operational
updates for effective management visibility and continuity.

• Serve

as a key technical point of reference on the service desk, supportingcontinuous improvement in service quality, first-contact resolution, and