Responsibilities :
• Manage a team of help-desk analysts and ensure that agreed targets are met and appropriate qualitative standards achieved.
• Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers.
• Implement methodologies to improve first call resolution.
• Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
• Analyze help desk activity and make recommendations for increased organizational efficiency and effectiveness.
• Train help-desk staff to ensure that support is provided in a consistent manner.
• Implement staffing and scheduling models to ensure guaranteed coverage to the business.
• Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support
Requirements :
• Experience of managing a team within a Help-desk environment.
• Thorough knowledge of Windows operating systems (Windows XP to Windows 7)
• ITIL certification is desirable
• Demonstrable evidence of influencing positive change within a help-desk environment.
• Ability to lead teams effectively both through structured coaching and delivering by example.
• Thorough knowledge of help-desk operations to include a good knowledge of IT best practices, industry trends and customer service.
• Excellent written and verbal communication skills.
Additional Information : manage the help-desk teams (eventually 3 shifts of 2 staff per shift covering 24/7) and will be responsible for driving performance against agreed Service Level Agreements.
Interested candidates are welcome to register at www.hr-1st.com or give us a call at 03-22848988 for more info.
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