04 Oct
Service Desk Manager (Day 1 Onsite)
Vacancy expired!
Immediate need for a talented
Service Desk Manager with experience in the IT Industry. This is a 12+ Months contract opportunity with possible extension and is located in Waltham MA / Boston MA (Day 1 Onsite). Please review the job description below. Service Desk Manager with 10 to 15 years of experience for Onsite Role at Waltham MA / Boston MA We are not looking for any desktop support candidate here, need senior profile with lead and management experience with client facing experience, Preferred candidate who worked with Service providers earlier. Job Description:- Oversee of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues
- Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
- Act as escalation point for all requests and incidents
- Working closely with DWP to have the best practices in the EUC areas
- Environment Analysis as per DWP Best practices.
- Identification of Gaps and remediation of Gaps as per environmental analysis
- Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
- Provide data and reporting of KPI’s and trends and others in ad-hoc, weekly, monthly, and as needed
- Arranging staff training and awareness sessions
- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
- Should be well versed with the process and identify any shift left opportunities that exist for the desk.
- Should be effective to handle backlogs and take the required steps to keep the aging in control
- Provide reports like call trends and relevant information to management
- Allocate resources to Incident/Service Requests during and at the beginning of his shift
- Deal with all the relevant issues, provide the solution with internally team.
- Track the progress of all the Incident/Service Requests throughout their entire lifecycle to ensure that they are resolved within the agreed Service Level Agreement
- Ensure quality of Incident/Service Request records. Quality implies the accuracy, completeness and correctness of information and right information in the right fields
- Serve as an escalation point within the Incident/Service Request Management process during the shift and engage the next level of management support when the first level support informs that thresholds have been violated
- Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
Vacancy expired!