Key Duties & Responsibilities:
Ensure compliance of the group Damstra values, policies, and procedures
Manage calls, emails, and messages, and provide support and troubleshooting to client concerns, requests, and inquiries of varying complexities
Ensure management of major incidents and escalations
Coach and mentor other resources
Gather and analyze information about the user's issue and determine the best way to resolve their problem
Contribute to Knowledge base articles
Accurately log all Service Desk tickets using the defined ITSM tool
Take ownership and responsibility of issues from start through successful resolution
Triage the Support Desk queue by responding, resolving, and escalating issues to/with the appropriate resources, teams, or department
Have a deep understanding of the Damstra Technology products and their clients
Ensure compliance to agreed SLAs, KPIs, and metrics for the group assigned including its individual resources
Manage and monitor performance and workload of resources
Create and submit timely reports to manager
Analyze and spot issues and risks within the group and deploy actions and plans whenever needed
Check running performance for the day and implement a strategy to rectify misses
Display clear and concise English communication skills both written and verbal
Demonstrate critical thinking skills and sound decision making
Spot recurring incidents and problems
Perform document/requirement validation and verification based on qualifications in a timely manner
Perform quality checks to calls, document/requirements, data, and conversations of fellow service desks
Submit deliverables, documents, and reports as required
Ensure quality of calls and data being managed by the team
Ensure that documents are verified and validated in a timely manner
Conduct training and mentoring sessions to support the quality performance of the group
Qualifications:
At least 5 years in experience in operations support, technical support, or system support
At least 1 year in supervisory position
Experience in ITIL or any service management processes
Excellent written and verbal communication skills
Excellent organizational and time management skills
Excellent leadership skills
Knowledge and understanding of support metrics
