The purpose of this position is to manage Service Desk activity. The Service Desk handles all incoming calls for service from local or remote customers, delivering services to local and international customers, ensuring SLA achievements using relevant tools. The Service Desk Manager is usually an expert on all of the supported products and frequently interacts with vendors, customers, and other department managers. Drives RCA reporting following a CU escalated ticket. Supervises the buffer stock implementation phases giving the right priorities according to company needs. As the first escalation point, the Service Desk Manager will lead the team providing IT support to customers as well as coordinating with the technical department. Handles KPI reporting. The Service Desk Manager is responsible for mentoring the Service Desk members and ensuring skills and competencies progress.
COMPETENCIES
- Extremely organized
- Excellent ability to communicate
- Problem solving
- Dedicated and able to work to deadlines
- Ownership and follow-up skills
- Able to work both as part of a team or under own initiative
- Able to take responsibility for own actions and performance
- Have a positive attitude to customer problems and incidents in a high-pressure environment.
Preferred Educational Qualification :
BCA / BTECH / MCA / BE / MSc / BSC- Computer Science or related fields or equivalent experience.Responsibilities :
Manage Service Desk workload to ensure priority requests are being addressed according to established expectations.First point of escalation for calls reported by customers as not being handled correctly, responsible for reacting immediately to such cases and defining an adequate way forward.Monitoring agreed KPIs (SLA respect and duration of escalation), proposing values to be used for incentives calculation.Monitor customer interactions to identify trends and service problems, escalate incidents / requests, and coordinate communications to customers.Lead and supervise Service Desk team, including performance monitoring / improvement and personnel matters.Preparing and ensuring work schedules are adequate to handle internal and / or external inquiries.Optimize resource utilization, balance the load, and ensure the most cost-effective team structure is in place.Ensure staffing levels are maintained to support the attainment of service level objectives by administering scheduling in line with HR policies.Monitor productivity of the team to ensure delivery of cost-effective valuable support.Lead and manage project activities related to new services or service enhancements.Work with project stakeholders to understand requirements and set expectations.Ensure that the Service Desk and client processes, policies, and procedures are established, reviewed, maintained, and consistently communicated to and followed by team members.Incident, Problem, and Service Request management : monitoring status and working with technicians to meet customer demand, and follow up with customers as needed to ensure customer satisfaction.Develop metrics and reporting to aid in Service Desk management.Ensure training of all new recruits and competencies development plans if and where needed.Accountable for the correct use of tools, including ensuring all needed fields are correctly filled out by Service Desk team, enabling correct Quality of Services monitoring and reporting capabilities.Ensure quality is monitored at all times and where needed areas for improvement implemented or areas of failure are resolved.Delegate and assign tasks – delegate authority to Senior Service Desk Engineers for tasks where appropriate and ensure follow-up with suppliers / subcontractors to ensure the completion of services and customer satisfaction.Generate and submit all business needed reports and presentations related to Service Desk activities and records.Attend Service Review Meetings with Customers for specific Accounts as and when needed.#J-18808-Ljbffr
