Principal Consultant

Inviting applications for the role of Principal Consultant - Service Desk

In this role, we are looking for a Candidate with experience in managing an IT service desk team.

Responsibilities:

•    Strong orientation to Technology Service Desk Operational prerequisite e.g., Metrics, KPI and associated reporting.

•    Manage day to day activities of our service desk and direct the team according to the ITIL best practices. 

•    Establish, meet and report the agreed Service Levels (SLA) of incident resolution and request fulfilment. 

•    Continually improve the service desk delivery processes and constantly achieve higher service quality. 

•    Guide the team in resolving multi-level issues, developing our knowledge base, and providing a superior level of customer service. 

•    Ensure that communications to the key stakeholders are provided in a concise and timely manner. 

•    Manage the processing of incoming calls to the service desk via self-service portal, telephone and email to ensure timely, gracious and effective resolution of customer issues. 

•    Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations.

•    Track and analyse trends in service desk requests and generate statistical reports to continuously improve our customer service experience.

•    Manage the performance of level 1 support to internal and external clients and ensure that service levels are achieved and customer expectations are met or exceeded. 

•    Responsible for ensuring staff are meeting and exceeding expectations in regard to performance, metrics/service levels and provide effective customer service. 

•    Train, coach and mentor service desk agents. Build and maintain the knowledge base and improve the same continuously. 

•    Generate and distribute the service desk metrics/KPIs to the key stakeholders on a weekly, monthly and as needed. 

•    Build and maintain a professional relationship with all the key business and IT stakeholders.

•    Manage business relationships with Service Desk stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance

•    Develop daily, weekly, and monthly reports on help desk teams productivity

•    Knowledge Management of various documentation to drive operational efficiency

Qualifications we seek in you

Minimum qualifications.

•    Experience in managing an IT service desk team 

•    Advanced technical support and troubleshooting skills in the following technologies: 

•    Windows Server 2008 R2/2012 R2, Office 365 

•    Desktop Hardware, Software and Operating System (Windows 7 & 10) 

•    Active Directory, VPN and Network systems/protocols. 

•    Printers, Virtual Desktops and End Point Security products (Anti-Virus, Encryption and DLP) 

•    Experience of using Service Now ticketing tool for managing incidents, changes and problems 

•    Excellent communications skills, both verbal and written. 

•    Excellent customer service skills 

•    Advanced service desk reporting skills Prior experience of reporting automation skills is a plus  

•    Organized and capable of multi-tasking in a fast paced environment 

•    Prior experience of working/managing a service desk. 

•    Strong ability to work with a wide variety of end user personalities, and adjust communication methods where required 

•    Active listening, analytical skills and Problem solving skills 

•    Must meet work deadlines, have regular attendance, high level of confidentiality, unquestionable ethics and integrity, good interpersonal skills, ability to work with a team, and ability to organize, and prioritize 

•    Bachelor's degree - Preferred

Preferred Qualifications

•    Should be able to deliver on Tight timelines and Demonstrate success & achievement orientation.

•    Should have in depth understanding of End User Computing and Service Desk area of operations.

•    Exceptionally high motivational levels and needs to be a self-starter.