Team Lead Service Desk

Job Description

- Team Lead Service Desk (35594)Team Lead Service Desk - 35594Profession: Service OperationsWork Location: Middle East, India & Africa-Saudi Arabia-JeddahSchedule: Full-timeDescriptionAs theService Desk Manager, you will manage the day-to-day operations of the service desk during shifts as per the defined operating procedures. You will ensure that all incidents, service requests and changes are handled as per the SITA defined best practices for IT Service Management.What you will do? Organize coverage and activity of the service desk staff to ensure that incidents and changes are handled as per the defined SITA ITSM standard processes ? Monitor quality of the calls answered and adjust the shift organization as required including skill set changes in the contact centre telephony solution ? Monitor incident service request resolution and change request completion as per SLA and chasing up with the various resolver groups as appropriate ? Notify and escalate to the service desk management and to SITA Senior Management as per the defined process for major customer or service outages (P1/Major Incident notification process in particular) ? Supervise service desk agents performance and definition of/follow up on improvement action plans as appropriate ? Coach and assist service desk agents as needed ? Participate in agent training in support to the transition of new services or customers ? Handle customer complaints and escalations ? Organize/ participate in account performance reviews with service managers or business managers ? Ensure that customer and product/service documentation is up to date in the knowledge tool and take appropriate actions to have them updated as required ? Act as Subject Matter Expert and organize the transition of new services and customers in the Service Desk for the group he/she is responsible forQualificationsWho you are? Minimum 2 - 3 years experience as a Team Co-ordinator Service Desk ? Previous customer service experience in help desk/Call center support for Applications Desktop and network services and products ? Experience in negotiating and managing 3rd Party Suppliers ? Proven plan on improvement of operations and processes ? ITSM processes and tools for incident change and problem management (ITIL Trillium) ? Knowledge of SITA Product Portfolio (and services supported) ? Knowledge of SITA Service Management and Operations Organization ? Ability to manage the shift coverage and organize shift schedules ? Contact centre management system for skill set administration and call answering performance reporting ? ITSM tool and Business Object reporting for activity and performance monitoring ? Coaching and staff motivation skills ? Ability to work under pressure and to prioritize activities ? Sense of ownership and accountability ? Ability and motivation to work in rotating shifts including nights weekends and public holidays ? Excellent customer communication skills both verbal and written in English and other languages as required ? Data analytics skills ? Lean 6 sigma experience ? Customer Service ? Organisational Awareness ? Resilience ? Technical Communication ? Adhering to Principles & Values ? Communication ? Creating & Innovating ? Customer Focus ? Impact & Influence ? Leading Execution ? Results Orientation ? Teamwork ? Degree and qualification in IT or Business Computer Science Telecommunications or equivalent ? Professional certifications: ITIL CCNA CCNP #LI-MM1Job Posting: Jul 4, 2022, 9:51:45 AM

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