• Serve as key point of contact for all users and customer
• Responsible for incident resolution and Request fulfillment
• Maintain Service Catalog, incident catalog, request catalog
• Evaluate, prioritize, delegate inbound calls, emails, tickets with high efficiency.
• Work closely with infrastructure team to Identifying and resolving Problems
• Manage Team Member Shift scheduling
• Workflow Optimization
• Weekly Report (Survey Report, Improvements Plan)
Requirements
• +4 Years’ experience as head of Technical Team
• work under pressure and great sense of urgency
• time and Stress Management
• Excellent verbal and written communication skills
• Familiar with monitoring Software
• Excellent customer service skills.
• MCSE / MCSA
• CCNA
• Familiar with virtualization
• Familiar with VoIP
• ITIL
