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Service Desk Manager
1 month ago
Our client, a global IT and cyber-security provider, is hiring a Service Desk Manager that requires expertise in people management and providing escalation assistance.
Responsibilities:
• Coach, mentor and guide the individuals in the Service Desk team
• Provide weekly trend analysis for team activities and Client tickets.
• Continually improve First Contact Resolution (FCR) daily.
• Provide service levels and business status through the company briefings and highlight reports.
• Facilitate that all requests follow the ticket lifecycle and Service Level Agreements.
• Provide monthly reporting on training, skills and capacity for Directors.
• Facilitate handover from projects is clear and documentation for the support team is clear and translated to the Service Desk Team.
• Participate in the creation and review of processes and procedures that affect the Service Desk teams, and other Operations teams.
• Assist with the onboarding of new staff to the Service Desk teams and acting as a point of contact in the early stages of their role.
• Assist with the process of ticket allocation through to closure and the continuous improvement of such processes to improve the experience to end users and our Clients.
• Lead the Service Desk and assist in the improvement and services levels across the Service Desk as it grows.
• Answer user inquiries regarding computer software and/or hardware operations to resolve Client issues.
• Provide Incident Management at all levels of the Service Operations Department.
Qualifications:
• 5+ years in a Service Desk/Systems Administrator role.
• Superior troubleshooting abilities enabling quick determination and resolution of software and hardware issues.
• Able to use logic/reason to identify strengths and weaknesses of alternative solutions and apply most effective resolution methodology.
• Excellent active listening and written and verbal communication skills.
• Able to demonstrate a sense of urgency while acting in a professional, calm manner.
• Experience with Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti-Virus; some back-end knowledge is preferred.
• Able to stay abreast of changes and updates in relevant technologies.
• 2-year degree or equivalent experience.
• Excellent communications skills both verbal and written, ability to communicate at all levels in a professional manner
• Experience in an IT interfacing role
• Broad knowledge of IT and how it is successfully deployed in a business environment
• Excellent knowledge of Microsoft systems and product sets
• Demonstrable experience of producing / completing work in very aggressive timescales
• Able to work on own initiative and as part of a team
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