-Led a remote team of 1st and 2nd line agents, working in different time zones and supporting different products. -Responsible for team member recruitment, engagement, coaching and support.-Implemented and tracked appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness.-Provided updates to senior leadership through regular and/or ad hoc performance reports, resourcing… Show more -Led a remote team of 1st and 2nd line agents, working in different time zones and supporting different products. -Responsible for team member recruitment, engagement, coaching and support.-Implemented and tracked appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness.-Provided updates to senior leadership through regular and/or ad hoc performance reports, resourcing requirements, issues/resolution recommendations.-Engendered a culture of collaboration and consultative enablement with our business partners.-Managed client contract expectations to ensure they are in line with the contract; ensured contracted service commitments are being delivered.-Collaboratively negotiated positive outcomes in multidimensional, multi-stakeholder discussions. Show less

-Responsible for leading, managing, coaching, developing and motivating a team of Help Desk engineers.-Monitor subordinates performance to ensure team targets are met.-Generate KPIs to assist in their performance evaluation.-Assist in the definition of the team business model that assures efficient utilization of resources, maximizes the team productivity, and achieves business objectives.-Participate in the selection process of new Helpdesk staff, undertaking HR activities as… Show more -Responsible for leading, managing, coaching, developing and motivating a team of Help Desk engineers.-Monitor subordinates performance to ensure team targets are met.-Generate KPIs to assist in their performance evaluation.-Assist in the definition of the team business model that assures efficient utilization of resources, maximizes the team productivity, and achieves business objectives.-Participate in the selection process of new Helpdesk staff, undertaking HR activities as needed.-Define the technical development plan of team members with their participation; increase technical certification level for each team member.-Define the operational quality standards for different activities within the team.-Monitor helpdesk calls/emails and take the appropriate actions to ensure excellent customer handling.-Monitor the quality of different team activities according to the defined quality standards.-Take ownership of customers’ escalations until resolution.-Ensure full team compliance with company processes and policy.-Conduct/attend regular communication forums with customers SPOCs and second line of support to review the service and operational issues.-Facilitate the smooth operation of new services/systems used in VIS department.-Responsible for meeting all agreed upon SLA’s with other departments.-Follow-up on all projects handled by my team members and ensure that they are all delivered meeting the deadlines. -Generate periodical operational reports (weekly, monthly, etc…) that efficiently reflect the team performance, objectives, and major activities in a business language and professional look. -Gather customer feedback and conduct customer satisfaction surveys.-Work to make Service Desk the single source of truth and service delivery channel for IT. Show less

-Manage Windows Accounts Creation and Active Directory new objects creation. -Manage Help Desk projects. -Handle all requests from Senior Executive (VIP) Staff, and assure the maximum level of satisfaction. -Take the responsibility of complex incidents and challenge second line technical engineers’ responses to ensure quick incident resolution. -Propose improvement of processes and procedures. -Provide a structure for logging all IT incidents reported to Help desk; Monitor… Show more -Manage Windows Accounts Creation and Active Directory new objects creation. -Manage Help Desk projects. -Handle all requests from Senior Executive (VIP) Staff, and assure the maximum level of satisfaction. -Take the responsibility of complex incidents and challenge second line technical engineers’ responses to ensure quick incident resolution. -Propose improvement of processes and procedures. -Provide a structure for logging all IT incidents reported to Help desk; Monitor Help desk staff compliance to this structure. -Analyze all reported incidents to define major call causes. -Liaise with problem management specialists to eliminate or minimize number of calls. -Handle escalations from Vodafone Staff, and keep track of its progress, keeping in mind the speedy solutions and the ultimate customer satisfaction. Show less

-First line of support for all Vodafone Staff IT problems. -Handle problems on two basis, queue ―telephone and e-mails. -Use Remedy application to escalate technical problems to upper lines of support. -Support Microsoft’s User Applications and Operating Systems. -Support Citrix Users in remote locations. -Support Vodafone Egypt’s applications (CRM Applications, internally used systems). -Resolve more than 90% of the reported problems on the spot to exceed the required… Show more -First line of support for all Vodafone Staff IT problems. -Handle problems on two basis, queue ―telephone and e-mails. -Use Remedy application to escalate technical problems to upper lines of support. -Support Microsoft’s User Applications and Operating Systems. -Support Citrix Users in remote locations. -Support Vodafone Egypt’s applications (CRM Applications, internally used systems). -Resolve more than 90% of the reported problems on the spot to exceed the required internal SLA. Show less