Service Desk Lead/Manager
1 month ago
Job Description :
- Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively.
- Improve productivity at Service desk by focusing on reducing incidents, use self-heal and self-help techniques to reduce call flow at SD.
- Communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns.
- Train and guide support specialists to effectively utilize help desk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude.
- Establish and monitor service level targets/benchmarks and measure performance against those benchmarks. Establish and monitor Compliance level across the region
- Patch, AV and security standards - Track and analyze support calls and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel.
- Develop and maintain comprehensive documentation, including: operations guidelines and procedures, inventory checklists, deployment guides, budget information, training guides and support materials.
- Measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction. Provide regular helpdesk performance and utilization reports to leadership.
- Manage the inventory, support and maintenance of the region/location's end user technology assets, including, but not limited to: desktop and notebook computers, mobile devices (smart phones, tablets, etc.), printers and software.
- Facilitate equipment, services, and software purchases and implementation; and manage inventory and licensing reconciliations.
- Conduct research and make recommendations on hardware and software products, services, protocols, and standards
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