Job Summary
The Service Desk Officer is responsible for attaining maximum utilization of Internal and field
technical resources through daily dispatch of service requests. The role also addressing and
resolving ICT related issues raised by users, ensuring smooth functioning of ICT systems, and
maintaining a high level of customer satisfaction
Job Duties And Responsibilities
- Leads a service desk that provides technical support in an enterprise environment
- Develops and evaluates department and company Service Level Agreements (SLAs) for the
support of IT Services
- Ensures the team is meets and exceeds performance expectations as defined through metrics
and benchmarks
- Acts as an escalation point for all requests and incidents related to ICT Services
- Maintains the data validity and integrity of the ticketing system through regular ticket reviews and
guidance
- Develops, implements, and maintains ICT Service desk policies and procedures
- Oversees escalations for technical issues to the appropriate support group
- Communicates company-wide announcements regarding outages and IT notices
- Ensures all required hours of operation are adequately staffed
- Manages assets and inventory reports on the operations of the service desk and team on a
monthly and quarterly basis.
- Tracks supplier performance and ensure business viability of service levels
- Manages the relationship and monitors performance of information technology vendors for the
delivery of services.
- Reviews and monitors supplier incidents, conflicts and change in management process and
escalation procedures
- Acts as the single point of contact to users for all types of service requests and escalations
- Coordinates with ICT hardware and software groups to ensure maximum utilization of resources
- Pre-process service requests as they arrive through Service Desk System, email, phone, manual
entry, or direct customer input.
- Schedules internal and field technical resources on the Service Desk System
- Monitors resource schedules to ensure prompt time entry on service requests
- Communicates with customers as required: keeping them informed of incident progress,
notifying them of impending changes or agreed outages.
- Escalates service requests that cannot be scheduled within agreed service levels
- Reports the utilization of ICT Support resources and successful completion of service requests
to the Technical Support and End User Services Manager /ICT Head.
- Improves customer service, perception, and satisfaction
- Improves usage and increase productivity of ICT support resources
- Solicits feedback from users through follow up calls after service requests are completed
- Ensures ICT policies compliance
- Conducts regular audits, enforces and adheres to short and long-term departmental policies, and
goals.
- Ensures that the Tech Support Specialists have adequate tools in proper working
- Supervises Tech Support Specialists under him/her; and suppliers or service
Job Qualifications
Education : Candidate must possess a Bachelor's/College degree and/or 5-10 years
equivalent work experience.
Experience
- : Extensive application support experience with Microsoft office and supporting custom in-house applications
- Experience with desktop operating systems
- Proven track record of developing and providing SLAs and Service Desk deliverables
- Demonstrated progressive experience in the management of a technical support team
- Strong communication skills, a demonstrated ability to effectively lead and communicate with staff across all levels and departments, including non- technical staff
- Able to multi-task without sacrificing attention to detail or efficiency of work production
- Strong understanding and knowledge of troubleshooting hardware problems
- Strong customer service orientation
- Solid relationship management and performance management skills
- Ability to motivate and direct staff members and subordinates
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Good written, oral, and interpersonal communication skills
- Exceptional interpersonal skills, with a focus on listening and questioning skills
- Highly self-motivated and directed
- Team-oriented and skilled in working within a collaborative environment
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