Service desk
Job Description
Role- Service desk
Job Description-
• Independently managing and directing the daily activities of Service Desk operations.
• Staff planning on floor to manage volumes/forecasts. This includes schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor.
• Helping/driving initiatives for standardization of processes and reducing escalations and queries on floor.
• Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs.
• Supervising, planning, and managing functions concerned to Service Desk operations
• Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team.
• Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency.
• Conduct regular team meetings and one on one sessions with the teams.
• Monitor calls, perform quality checks and provide necessary feedback to the team.
• Practicing and ensuring compliance with that of all the BCMS' policies and procedures.
• Manage overall performance of the Service Desk including quality function performance.
• Manage overall reporting and MIS.
• Ensure active engagement with key stakeholders/colleagues periodically.
• Generate and implement ideas to improve the overall performance of the process.
• Manage shifts and schedules for Service Desk team members.
• Collaborate with business team leads.
• Ability to manage IT Helpdesk/Service Desk as a lead.
• Well versed with Information Technology Infrastructure Library (ITIL) framework to include Service Desk, Incident, Problem and Service Level Management.
• Review Service level status reporting and metrics.
• Well versed with developing and/or updating Service Desk standard operating procedures (SOPs).
• Assist with communications to user community around service desk (tickets, status, etc.).
• Partner with business managers and process owners to identify opportunities for process and service desk improvements.
• Work to improve existing Service Level Agreements (SLA's).