Job Summary
Minimum 5-7 years of experience in handling Service Desk Team.
Supervise daily shift activities, assign tasks, conduct one-on-ones, and provide ongoing technical and customer service training. Track Key Performance Indicators (KPIs) such as average resolution time and customer satisfaction to drive continuous service improvements Identify recurring issues, update knowledge bases (KBs), and develop standard operating procedures (SOPs) to enhance self-sufficiency. Strong working knowledge of IT hardware, operating systems, remote troubleshooting tools, and IT Service Management (ITSM) ticketing systems Ensure compliance with agreed service level agreements for internal and external stakeholders
Key Responsibilities
Ensure compliance with agreed service level agreements for internal and external stakeholders Design and apply request handling and escalation policies and procedures. Track and analyze trends in Help Desk requests and generate periodic statistical and in depth reports for decision making and informational purposes.
Skill Requirements
Good knowledge of Excel and MS Office tools