The service desk manager is responsible for managing daily operations of the service desk, managing the the service desk team, representing the team to other stakeholders, and helping to ensure that the service improving. To meet these many demands, a good service desk manager must have: The ability to build a cohesive understanding of the strategic vision for the service desk and the ability to set the long-term direction stakeholders. An ability to market and promote the service desk and to advocate for necessary resources, support
X2 Service Desk Agents I to join our IT support team. As Service Desk Agents, your >
initiatives. Operations Develop and submit reports on service desk performance. Report timeously and accurately Resolve audit findings. Service Desk Assist with managing the Service Desk Participate in change review prior to distribution. Service Desk Performance Responsible for the Service Desk (SD) to operate in a professional for optimal performance are available for the Service Desk staff at all times at the applicable sites. relevant site. Responsible for ensuring that the Service Desk is able to support the changes made to the live
verification and capturing of information into the Service Desk Application, and most importantly, displaying role as this creates strict timelines for a Service Desk Agent to work within. Key Skills/Competencies: Proficient in English 2 years' experience in a service desk role Ability to effectively handle multiple positive customer satisfaction is achieved. A Service Desk Agent is responsible for the management of incidents information is communicated to the customer. A Service Desk Agent is responsible to drive various resolver
providing support for tickets logged on the ICT service desk
- Providing monthly and quality reports
reports on the performance of the service desk, computer systems, servers and network
Qualifications
HAVE
operations through efficient and responsive Service Desk and Service Delivery Management teams, be accountable years. Also need to have looked after large service desks and service delivery managers as apart of their
engineers, and collaborating closely with the Service Desk team to maintain optimal network performance networking Proven experience in both NOC or Service Desk supervisory roles. ITIL (Information Technology
experience is an advantage. 2 year previous IT Service Desk experience Excellent data capture and typing troubleshooting skills Previous experience with a Service Desk Application Must show a good understanding between further resolution. Required to adhere to all Service Desk and Client specific processes Ensure that 98%
devices (printing, laptops, desktops, managed service desk, boardroom equipment, Microsoft Services and