Service Desk Team Leader

3 weeks ago


dubai, United Arab Emirates Vividtech Solutions Full time
The purpose of this position is to manage Service Desk activity. Service Desk handle 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 technical department. Handles the KPI reporting. The Service Desk Manager is responsible for mentoring the Service Desk members and ensure skills and competencies progresses. COMPETENCIESExtremely organizedExcellent ability to communicateProblem solvingDedicated and able to work to deadlinesOwnership and follow up skillsAble to work both as part of a team or under own initiativeAble to take responsibility for own actions and performanceHave a positive attitude to customer problems and incidents in a high pressured environment. Preferred Educational Qualification:BCA/BTECH/MCA/BE/MSc/BSC- Computer Science or related fields or equivalent experience.Manage Service Desk workload to ensure priority requests are being addresses according to established expectationsFirst point of escalation for calls reported by customers as not being handled correctly, responsible for reacting immediately to such cases and defining adequate way forwardMonitoring agreed KPIs, (SLA respect and duration of escalation), proposing values to be used for incentives calculationMonitor 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 ensure work schedules are adequate to handle internal and/or external inquiries\Optimize Resource utilization, balance the Load and ensure most cost-effective Team Structure in PlaceEnsure staffing levels are maintained to support attainment of the service level objectives, by administering scheduling – working in line with HR policies. Monitor productivity of the team to ensure delivery of cost-effective valuable supportLead and manage project activities related to new services or service enhancementsWork with project stakeholders to understand requirements and set expectationsEnsure that the Service Desk and client processes, policies and procedures are established, reviewed, maintained and consistently communicated to and followed by team members. Work with the Team where activities are not being performedIncident, 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 satisfactionDevelop metrics and reporting to aid in Service Desk managementEnsure training of all new recruits, and competencies development plans if and where neededAccountable 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 capabilitiesEnsure quality is monitored at all times and where needed areas for improvement implemented or areas of failure are resolvedDelegate & Assign tasks – Delegate authority to Senior Service Desk Engineers for tasks where appropriate and ensureFollow up with suppliers/subcontractors to ensure the completion of services and customer satisfactionGenerate and summitted all Business needed Reports and Presentations related to Service Desk Activities and RecordsAttend Service Review Meetings with Customers for specific Accounts as and when needed. EXPERIENCE, KNOWLEDGE, SKILLSThe purposes of this position is to manage Service Desk activity. Service Desk handle 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 ticketSupervises the buffer stock implementation phases giving the right priorities according to company needsAs the first escalation point the Service Desk Manager will lead the team providing IT support to customers as well as coordinating with technical departmentHandles the KPI reportingThe Service Desk Manager is responsible for mentoring the Service Desk members and ensure skills and competencies progresses.
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