Service Desk Lead - NetSuite

Service Desk Lead - NetSuite

Technical Duties

Group Supervision:

Ensure support desk engineers are technically updated with technology trends and resolutions.

Ensure knowledge base across all products are documented

Ensure KPI achievement of service desk engineers

Communications and coordination:

Proactively discuss with the team customer satisfaction issues and report to SOC head

May provide oversight to other coordination resources as required

Ensure updated client list with complete contact details and support category

Ensure that preparation and review of quarterly maintenance and activities of client's under ITG's support framework

Facilitates weekly, monthly, quarterly and annual contact (via phone or face-to-face) with clients to discuss progress toward achieving goals identified in the support plan

Ensure case management notes and progress reports are documented properly

Provides weekly consolidated report of SLA violation and closed/resolved ticket

Client Management:

Ensure customer satisfaction

Responses to client request, inquiries when necessary

Coordination with client and escalation point

Responses to client request, inquiries when necessary

Technical Efforts Management:

Work with Implementation Engineers and Technology Managers to elicit high-level resolutions of clients needs and manage escalation of tickets

Assess the risks of various solutions and prioritizes competing business demands

Complete continuing education and renews licensing/certification

Perform complex conceptual analyses

Evaluate data through opportunity research and business process analysis to inform requirements identification and process development

Perform Root Cause Analysis (RCA), and Incident Report and review other documents prior to sending to clients.

Conduct research on trends and directions in the information and collaboration solutions

Ensure and prioritize that all level 1 to tier 2 support of the incident management system are attended by the service desk engineers

Ensure and prioritize that all level 3 and 4 supports of the incident management system are escalated and progressively being handled

Ensure delivery of scheduled maintenance activities with clients are performed as agreed with quality

Other duties may be required by the management.

Partner Management:

Monitors performance against SLAs

Monitors on-going relationship with outsource or other ITG partners to drive satisfaction with ITG clients

Documentation and reporting:

Regular end day review of all tickets and service request and ensure on time completion

Monitors escalation status and coordinate with clients

Ensures case management notes and progress reports are documented properly