IT Service Desk Supervisor
IT Service Desk Supervisor
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Call ManagementoEstablish and enforce the Service Desks service level agreements in consultation withBusiness andoIT strategic objectives to establish incident and request resolution expectations andtimeframesoCoordinate and manage the processing of incoming calls to the Service Desk via bothtelephone and email to ensure courteous timely and effective resolution of enduser issuesoEffective call management via the applicable call management tool within the contractualservice level agreements considering call acceptance repair times resolve times journalentries on hold and pending call statuses call priorities and call that the Service desk analysts response and repair times are kept within theparameters set in the SLAoEscalation and assignment of calls to the appropriate resolution groupsoFollowing standard procedures for proper escalation of unresolved issues to the appropriateinternal teams and managementoExtensive knowledge understanding and adherence to vendor Service level agreementspertaining to support proceduresoEffective communication to the team management and client in terms of call statusesproblem management downtime and resolutionsoEnsure the timeous expediting of all internal IT third party vendor and internal support calls
Incident problem management and Request fulfillmentoIdentifying problems and bringing them to the appropriate resolution teams attentionwithin the communication standards with sufficient lead time to avert performance of Help Desk activities and documented resolutions while identifyingproblem areasoEnsure that the identification and resolution of problems are attended to the quality andservices to the customer are carried out timeously and effectively taking ownership ofproblems until a resolution is with other IT service departments to identify improvements required
Reporting and administrative functionsoProvision of call management information for reporting purposesoPerforming administrative functions including the administration of procedures andconfiguration documentation diagrams and reporting
Required Experience:
Manager
Employment Type
Full-Time
