Job Description
Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPIs and planning activities
To ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLAs
Act as a point of hierarchical escalation
Regularly review teams ticket and call quality audits to ensure standards of quality are met routinely
Conducts coaching sessions with each team member to discuss contact quality reviews and individual performance scorecard
Prepares and conducts monthly and yearly performance reviews on each team member using the individual performance scorecard
Update Service Manager regarding any issues of operational significance â? Analyzes regular performance reports and take actions to ensure desired behaviors from team members
Handles escalations from dissatisfied customers and proactively reports such instances to the Service Desk Manager
Conducts team huddles and events to ensure high levels of team motivation as well as to communicate key updates â? Develops training and performance improvement plans for team members
Proposes innovation and improvements to current processes/procedures/tools to the Training, Process amp; Tools Lead
Experience of managing remote/dispersed team of technical engineers
Requirements
Required years of experience: 3
Educational background: Bachelor of Science (BS or BSc.)
Field of study: Computer Science
Professional Qualification: IT
Soft Skills:
- Teamwork.
- Problem solving.
- Communication.
- Adaptability.
- Critical thinking
Benefits
Medical Insurance
Life Insurance
