
Effective Ticket Management Professional
2 days ago
Ticket Management Team Lead
Job Description:We are seeking an experienced Ticket Management professional to oversee the day-to-day activities of our Technical Service Desk Analysts. The successful candidate will be responsible for ensuring the team's tasks run smoothly and efficiently.
The ideal candidate will have strong analytical skills, excellent communication skills, and experience in tracking performance metrics such as call volumes, ticket volumes, and first-time fix rates.
Responsibilities include monitoring SLAs, analysing CPIs and KPIs, tracking staffing and scheduling, reporting daily performance, participating in internal and external reviews, and performing analysis of tickets to improve first-time fix rates and reduce hops, aging, and backlog.
Collaboration with Quality, Training, Knowledge Management, Incident Management, and Service Transition teams is also required. Additionally, the successful candidate must be able to handle escalations and respond with proper RCA and artefacts.
This role requires a Bachelor's degree in information technology, Computer Science, or a related field, as well as excellent team and client handling skills, strong analytical mindset, proficiency in Excel, ServiceNow, and Telephony reporting, and good understanding of ITIL 4 practices.
Requirements:- Bachelor's degree in information technology, Computer Science, or a related field.
- Excellent team and client handling skills with strong communication.
- Analytical mindset to identify and resolve issues.
- Proficiency in Excel, ServiceNow, and Telephony reporting.
- Good understanding of ITIL 4 practices.
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