Principal Duties And Responsibilities • Supervises the work of the Service Desk team to ensure timely completion of Incidents and Service Requests.
• Supervises the team and individual performance of the Support Analysts including adherence to HR and IS policies & procedures on attendance, time-reporting, and work processes.
• Responsible for the annual and semi-annual performance reviews of the support analysts.
• Conducts a daily review of all outstanding events in the Service Management tool to make sure outstanding Incidents and Service Requests are resolved.
Assigns tasks to Support Analysts as appropriate and supervises the completion of said assignments.
• Monitors call volume to forecast and utilize the scheduling tool to ensure service level goals are met.
• When appropriate, follow up on customer dissatisfaction issues in order to understand the reason for dissatisfaction, determine if remediation is possible, and establish service improvement opportunities to be implemented.
• Work closely with the Service Desk Manager to facilitate the efficient and effective functioning of the Service Desk Notifies Service Desk Manager of deficiencies in individual or team performance, in the event direct contact with IS Support team members does not realize improvement.
• Perform other work as assigned, including contributing to or leading IS projects, as appropriate.
• Document all activities, including process and team performance documentation.
• Prepares ad hoc reports as needed and as requested by the Service Desk Manager.
• Evaluates and prioritizes Incidents received from the IS Support Centers, as logged & tracked in the service management system.
• Reviews open and closed Incidents for quality, accuracy, detail and process.
• Reviews Incident activity to ensure timely issue resolution and proper escalation of advanced issues.
• Evaluates Incidents for adherence to IS SLAs, notifying individual team members when their Incident(s) is/are outside of SLA targets.
• Contributes to the Service Excellence initiative to consistently improve its image internally and externally.
Displays professionalism, quality service and a "can do" attitude to internal members/departments of the Firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.
Minimum Qualifications: Knowledge/Skills/Abilities: • Ability to respond to requests with a heightened sense of urgency in high-pressure circumstances.
• Strong oral and written communication skills, as well as interpersonal skills, as necessary to communicate and coordinate with staff, peers, other members of IS, and the overall firm customer base.
• Keen analytical, troubleshooting, and problem-solving skills, including the ability to resourcefully utilize multiple resources for issue research.
Resources include: personal experience and knowledge, peers, information knowledgebase(s), and Internet search tools.
• Ability to work successfully with general supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
• Excellent organizational skills and attention to detail.
Skills Required: • Excellent Communication skills (spoken and written) • Handling the voice calls • ITIL process on Incident Management and Service Request fulfilment • Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket • Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure • Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
• Basic L1 level troubleshooting of the issues like desktop, network, printer, Active Directory, O365, Lotus Notes and email related issues • Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
• Proactive problem management is an added advantage.
• Track the incidents/service requests/ problem tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems as per the escalation mechanism, analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
• Willingness to work in a rotational shift 24*7*365 • Use Remote Desktop to assist the end users as required.
• Ability to efficiently and effectively understand the end users' technical requirements, solid trouble shooting, problem solving and analytical skills, excellent pro-active verbal skills and communication skills.
Willingness to work in a rotational shift 24*7*365 Experience: • 5 years' experience in a structured customer service technology position; supervisory experience preferred.