Job Description
• Ensure that the help desk produces a high quality service measured by low costs, high customer satisfaction, high rate of closure on first contact, low aged ticket ratio and a fast response to incidents. • Improve customer engagement, processes, procedures, tools and communication channels that enable the team to produce these results. • Mentor and develop team members • Respond to requests for technical assistance by phone, email and/or using a help desk management system • Track statistics on issue and problem resolution • Apply and/or enforce ITIL, change management processes and risk management processes. •Establish best practices • Develop processes for escalation to Tier 2 and Tier 3 support teams •Produce monthly performance reports • Act as an escalation point for critical incidents • Ensure that IS&T is represented at the highest level of professionalism when communicating with clients • Ensures that projects are completed on schedule and within budget. Frequently interacts with internal personnel, subordinate supervisors, customers, outside customer representatives and/or functional peer group managers
Requirements
• Must have software support management experience, ideally with Accounting and Distribution systems • Bachelor's degree in relevant field • 8 - 12 years’ relevant experience or MA/MS and 5 - 10 years of experience • Customer Service • Judgment & Decision Making • Customer Consideration • Developing Self and/or Others • Understand the core business. • Knowledge ITIL • Demonstrated ability to communicate and influence at all levels • Knowledge of Change Management • Understanding of Service Level Agreements (SLA) • Customer Service Skills • Excellent Communication, written and verbal • Organizational Skills
Employment Type
- Full Time
Job Category
Seniority
Details
Employment type
- Full Time
Job Category
Educations
Seniority
