Service Desk Manager

Job Description :

Hi,

Hope you are doing good…!!!

We have an urgent requirement below, please go through Job description and send your updated profile and expected rate ASAP.

Please reach me at [email protected]

 

Job Title : Service Desk Manager

Job Location : Frisco, Texas

Level of support ( L1/ l2/L3/ above) : L3

 

Primary and secondary skills : Service Desk/ English

 

Job Descripttion :

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
• Provide technical expertise and guidance to the Service desk team
• Evaluate technical skills and provide regular feedback Monthly/quarterly/Annually.
• Resource Management and Staffing resource as per the Business needs.
• 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
• 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

Route problems to internal IM support staff

Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution

Administer and provide User Access and Exit controls

Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management

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
• Can drive HCL’s value and its methodology
• Self Driven and Highly motivated person able to come with solutions in pressure situations.

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 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

 

Thanks & Regards

Victor Smit

Sr. Recruiter

Qdata Inc

2440 Timber Ridge Dr, Unit #103, Suite A, Frisco, TX-75036

|Off: (469) 262 5643 |P : (469) 415-4203| Email: [email protected] |

Website: www.qdatainc.com