Vacancy expired!
Requirements: Experience with modern ticketing systems, ServiceNow, ZenDesk, CA SDM Drive to deliver outstanding customer service Ability to analyze and present data to facilitate decision making Excellent follow up skills Willingness to learn and develop new skills Dedicated and able to work to deadlines Able to work both as part of a team or under own initiative Able to take responsibility for own actions and performance Have a positive attitude to customer problems and incidents in a high-pressured environment Proven track record as a Service Desk Manager, preferably experience of managing an outsourced Service Desk Prior experience of working with external clients Excellent written and verbal skills The ability to multitask across multiple incidents Understanding of SLAs Ability to follow process and procedures accurately and without fail Working knowledge and experience with a managed service provider Experience with Data Centers and IT Service Management (ITSM) Experience/understanding of ITIL methodology Degree in Computing and/or IT discipline (or equivalent experience) Understanding of IP networks traffic, firewalls, routing, etc. Good knowledge of Word, Excel, Outlook and other office applications Experience of working in complex, high pressured environments within a 24-hour service structure
Responsibilities: Day-to-day Management of technical service desk to respond to internal/external customer incidents and queries via email and phone. Escalation may involve out of hours support via phone or email Work with global service desk lead and director to optimize service desk operations globally and unify as one team. Maintain ongoing communication of incident updates to customers provided by 2nd and 3rd line support teams. Ticket management of Incidents, Problems, Change and New Requests; manage and coordinate urgent issues and act as escalation point for all incidents and requests. Determine root cause of issues and communicate appropriately to internal and external customers. Maintenance schedules through the maintenance calendar and tasks. Direct line management of a team of up to 15 employees. Hold daily huddle meetings with team (5 minutes each AM) Manage process for communicating outage/emergency activities to the organization. Ability to compose and provide data and reports as needed. Ability to identify trends, interpret, action it. Monitor and manage phone and email queue.Develop an effective and workable ITIL framework for managing and improving customer support in organization. Advise management on situations that may require additional client support or escalation. Train, coach and mentor Service Desk Operations Specialists including career development. Oversee staff activities. Schedule employees working times and provide backup support. Maintain the incident ticket database, ensuring incidents are set to the correct priority and are within SLA for response and resolution. Maintain ticket updates with accurate notes on current status. Escalate to 2nd and 3rd line support teams, inform senior management teams of P1/P2 incidents. Document internal time lines for resolved incidents. Monitor the AWS queues during the day for long hold times. Review AWS reports daily, make adjustments and look for ways to optimize workload. Look for automation in AWS reporting. Attend and participate in weekly/monthly meetings as required. Evaluation, implementation, and migration to a new ITSM solution Point of contact for staff, internal management, and customers.Vacancy expired!