Vacancy expired!
Position: Desktop LeadLocation: Midland, TXDuration: FTE / TP
Job Description:- Having experience of managing a team of 10+ members covering deskside support locally and globally across other sites
- Act as single point of contact for customer to deliver the service and set the right expectation
- Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate
- Serve as an escalation point of contact with the primary focus on restoring the services. Experience on ticketing tools in managing incidents and services.
- Ensure VIP support for users on high standard and customer service
- Keep the knowledge base and runbook for the team updated with new resolution and process appropriately
- Manage and ensure the adherence of SLAs across the towers. Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
- Appropriately manage operations and conduct operational review meeting with customer stakeholders.
- Demonstrate good interpersonal skills with team and customer.
- Ensuring that effective communication is maintained with the executives, business leadership during a major incident
- Good in communication with end users, able to articulate issue and help team to resolve it.
- Work with service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact
- ITIL certification added advantage
- Full understanding of Ticketing software and ticket hygiene
- PowerPoint and Excel efficiency
- Working knowledge of Inventory, Infrastructure and Networking
Vacancy expired!