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Main Job Tasks and Responsibilities:
- Supervise overall Call handling to monitor Service Desk Team to:
- receiving and logging all inbound calls and emails.
- Provide immediate incident resolution or workaround to the user.
- Escalate incidents that are not solvable in Service Desk to the correct resolver group.
- Take ownership of incidents from the start through successful resolution.
- Ensure service requests are escalated to the correct resolver group.
- Manage user expectations with timely follow-up on pending incident tickets.
- Supervise Service Desk team to ensure Recording user information – verifies and updates user information in the helpdesk system.
- Supervise Service Desk Team to perform 1st level problem troubleshooting via phone
- Oversee all Service Desk Analyst (SDA) to:
- logs all problems and inquiries in the helpdesk system
- entering in the ticket details description of the problem
- Supervise and ensure SDA prioritizes problems – assign the proper category in the helpdesk system
- Oversee problem assignment – routes/escalate calls to the appropriate level 2 resolving group as per defined escalation process.
- Ensure SDA monitors, update and closes calls as according to Service Level Agreement
- Prepare calls reporting for Productivity, Lateness, MC with an Improvement Strategy.
Key Competencies:
- Composure
- Customer Focus
- Decision Quality
- Interpersonal Savvy
- Listening
- Peer Relationships
- Planning
- Priority Setting
- Problem-Solving
- Written Communications
Functional Competencies:
- Technical Learning
- CTC Knowledge
- Time Management
- Analytical
Education and Experience:
- Diploma, Bachelor's Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
- At least 2 year(s) of working experience in driving Service Desk Operation.
- Experience in managing a team within a Helpdesk environment.
- Thorough knowledge of Helpdesk operations to include a good knowledge of IT best practices, industry trends and customer service.
- Possess excellent communication, interpersonal and good analytical skills.
- Possesses excellent Microsoft Excel skills.
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