Description
Westhouse offers the entire range of IT consulting services.
Our client an important multinational company is looking for his branch in Finland:
Service Desk Manager - Lead
Job Description:
1. PURPOSE OF THE JOB:
Provide technical expertise to the Service Desk team
Act as technical liaison between Service Desk and IM support groups
Maintain technical skill continuity and consistency of Service Desk staff
Ensure continuous improvement of services provided by the Service Desk
Provide support in Escalations to customer/end users
Provide Problem Management System support activities
2. PRINCIPAL ACCOUNTABILITIES
Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and software into support by the Service Desk
Includes preparation of Service Desk staff to support new technology
Maintain skills inventory of Service Desk analysts and Work Request Co-ordinators:
Evaluate technical skills
Update, organise, create an easy electronic access to all Service Desk documentation, including manuals, scripts, processes, process flow charts, Notification Escalation list, Service Desk weekly schedule, support documentation, etc.
Audit/Monitor Service Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
Develop processes to streamline the daily functioning of the Service Desk including:
Work distribution
Monitoring phone queue and email box
Vendor management and follow-up
User follow-up
Closing tickets
Maintaining Front End message
Work closely with Service Desk manager to implement technical action items related to the Service Desk
Assist Service Desk manager in analysing Service Desk group and individual statistics:
Ensure implementation of BOP (Best Operating Practices) in the Service Desk
Establish communication link with other zones relative to technical and support environment
Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
Manage small Service Desk related projects.
Backup Service Desk Manager when Service Desk Manager is out.
Documentation of Service Desk processes
Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
Route problems to internal IM support staff
Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
Administer and provide User Access and Exit controls
Use the Call Tracking System to document and manage problems and work requests and their re-spective resolutions and circumvention's
Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
3. KNOWLEDGE, SKILLS & EXPERIENCE
Language: Fluent speaker of Finnish language.
Formal:
3 - 4 years of University education post High school
1-2 years diploma in Information Technology
Experience:
4 - 5 years' experience in Help Desk, Information Management, or Customer Service delivery field
More than 1 year of supervisory experience in managing technical Service Desk or technical call centre
If you are interested in this offer, please send us your Curriculum Vitae.