Service Desk Manager

Job Description :

Responsibilities

• Work closely with Service Delivery manager/Client to implement technical action items related to the Service desk
• Develop , maintain and Share reports/scorecards, dashboards &  related to operations & productivity to customer and Internally.
• Prepare and Present Operations reviews PPT on weekly , Monthly , quarterly and Annual  basis to client and take the learnings back to team on the identified areas of improvement.
• Drive Metrics and meet the expected SLA’s
• Develop and maintain Training Plan.
• Ensure continuous improvement of services provided by the Service desk.
• Act as technical liaison between Service desk and  Client support groups
• Maintain skills inventory of Service desk analysts and Work Request coordinators:
• Liaison between Service desk and other groups on technical support issues:
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts
• Notification Escalation list, Service desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
• Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
• Develop processes to streamline the daily functioning of the Service desk including work distribution

• Monitoring phone queue and email box for productivity.
• Vendor management and follow-up
• User follow-up
• Closing Escalated tickets
• Maintaining front end message
• Perform Productive  and Performance tuning of  individuals.
• Ensure implementation of BOP (Best Operating Practices) in the Service desk
• Establish communication link with other zones relative to technical and support environment
• Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
• Manage small Service desk related projects.

Technical Requirements :

• Phone support experience necessary.
• Technical Service desk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Snow Remedy, HP Service Center, Peregrine Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, Mobility and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Soft Skills :

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills and Ms Excel Skills.
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance

Other Skills / Experience :

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

Years of Experience :

• Total: 7 years’ experience in Help Desk, Information Management, or Customer Service delivery field
• Relevant: 9  years of Manager experience in managing technical Service desk or technical call center

Certification requirements :

• Preferred MCP/MSCE/MSCA or HDI CSS
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements :

• Bachelors / Masters / Equivalent.

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