Informacje o stanowisku

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Yrs of Exp: 7+ Yrs

Skillset Required:

1. Responsible for managing a team of 20 to 30 agents.
2. Ensure that the Service Desk team performs and adheres to standards of excellence and professionalism.
3. Develop and demonstrate an understanding of end-user and company needs.
4. Analyze the performance of Service Desk activities and documented resolutions.
5. Specific hardware knowledge for problem isolation and remote resolution.
6. Windows/Linux OS knowledge, understanding of OS drivers/patches/tools & download from OEM website.
7. Basics of mail messaging (client and server side), MS Office applications, chatting software, Skype, etc.
8. Follow up and close SLA performance improvement with more remote resolutions.
9. Set and meet performance targets for accuracy, efficiency, and quality, ensuring clients SLAs are met.
10. Monitor and track performance with respect to CSAT scores.
11. Maintain up-to-date knowledge of process developments.
12. Monitor performance standards of the team against planned objectives and recommend/take corrective actions.
13. Document, examine, and report quality issues and suggest possible improvements.
14. Manage attrition and shrinkage.
15. Prioritize VIP support.
16. Coordinate BCP plans when required.
17. Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
18. Provide timely and accurate solutions to technical problems.
19. Properly escalate unresolved issues to appropriate internal teams (e.g., software, product managers, etc.).
20. Refer to internal knowledge base or external resources to provide accurate in-depth solutions.
21. Prioritize and manage several open issues effectively.
22. Create detailed summaries for management regarding critical or high escalations.
23. Contribute to the knowledge base as problems receive new solutions.

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