IT Service Desk Manager
TDM Group
Total des années d'expérience :16 years, 1 Mois
Job Responsibilities:
- Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules.
- Undertaking HR activities as needed
- Acting as an escalation point where difficult or controversial calls are received
- Producing statistics and management reports
- Representing the Service Desk at meetings
- Arranging staff training
- Liaising with senior management
- Liaising with change management
- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
- Assisting Analysts in providing first/second line support when workloads are high, or where additional experience is required
- Generating Customer reports and analysis
Report to senior managers on any issue that could significantly impact the business
- Take overall responsibility for incident management and request fulfillment on the Service Desk.
- Conduct Staff appraisals and regular staff meetings to ensure there are continual improvements. Ensure that team’s KPIs are monitored; actions are taken, evaluated accordingly and delegated properly.
- Regular review of processes and procedure in place for areas for improvements.
- Regular quality reviews and checks on support tickets for excellent service delivery.
Company Name: Technology Developmen
- Manage the overall desk activities
- Act as a further escalation point
- Take on a wider customer service role
- Report to senior managers on any issue that could significantly impact the business
- Take overall responsibility for incident management and request fulfilment on the Service Desk
- Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
- Undertaking HR activities as needed
- Acting as an escalation point where difficult or controversial calls are received
- Producing statistics and management reports
- Representing the Service Desk at meetings
- Arranging staff training and awareness sessions
- Liaising with senior management
- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
- Providing first line support when workloads are high, or where additional experience is required
- Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels
- Measure, monitor and work to drive down incident levels.
- Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities
- Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers
- Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers
- Meet goals and KPIs
- Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly
- Monitor the service desk ticketing system; provide follow-up and feedback to customers
- First contact with customers (software, hardware and network) and providing technical support to all clients
- Escalate issues quickly and efficiently
- Maintain strong customer service skills when dealing with clients
- Provide support for desktop applications
- Support, troubleshoot and identify network connectivity issues and remote access problems
- Support and configure handsets / phones (VOIP) in liaise with third party providers.
- Install and configure network printers.
- Manage user accounts, e-mail accounts, and security permissions on active directories.