Service Desk Supervisor

Purpose of the Position

Responsible for the provision of competent, service-oriented support to end users as primary point of contact for the internal company Service and Support Desk

Responsibilities

(Please describe the main responsibilities of the position: what you do, through what means, and why you do it.)

1. Help to set up and manage a team of Service Desk Agents including but not limited to disciplinary management, training, mentoring and leadership of said personnel.

1. Provide a competent, service-oriented Service Desk to end users as a primary point of contact for all information technology issues and problems.

1. Monitor the effectiveness of the team against SLA/KPI’s, driving through change as needed to deliver continual service improvement.

1. Ensure operational procedures and practices are well defined, documented and consistently applied within the team.

1. Represent the first stage of escalation for incidents should these not be resolvable within the agreed Service Levels.

1. Install a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues.

1. Ensure new employees are on-boarded with seamless handover / transition into service.

1. Ensure the team is skilled and trained to enable them to deliver high quality service and support.

1. Demand consistent customer feedback and respond appropriate to feedback on areas for improvement.

1. Identify optimization potential to continuously increase customer satisfaction and Service Desk quality.

1. Grow professionally through on-going training activities and continued learning

Academy career

Type

Describe

Mandatory / Desirable

High School

☐ / ☐

Professional career

System Engineer, Educational degree/certificate in an information technology related field will be a plus

☒ / ☐

Postgraduate

Mercadeo. Ventas, Gestion de Proyectos, MBA

☐ / ☒

other (s)

Knowledge of computer systems, hardware, software and peripheral equipment, Basic network skills.

☒ / ☐