SERVICE DESK-SERVICE DESK

Responsibilities:

Ensure that customer needs are being met through timely follow-through and provide a high-quality of customer experience through a professional demeanor
Create, maintain, and ensure that service tickets, documentation, and communications to customers from the Service Desk are delivering a high level of customer experience
Develop and implement new processes and procedures for escalations, client management, supporting new products, and technologies to better service the customers.
Coordinate the help desk team members in their daily duties and instill a culture of strong customer service.
Create and establish performance measurements, service goals, and standards to ensure Service Desk personnel maintain and deliver high quality customer service
Create and manage both intra and inter team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery.
Serve as a point of escalation for front line staff in situations requiring further assistance.
Coordinate and facilitate training on the Servicedesk best practices.
Develop, participate in and provide professional development through educational opportunities, training, and certifications for self and Service Desk personnel
Perform regular performance reviews of Service Desk personnel

Must Have:

6-10 years of customer service and end-user support experience in a technology related field, providing support of clients hardware, software, workstations, servers, and network infrastructure
5-6 years of experience supervising, managing, and leading a team of resources
Knowledge of ticket management systems (ServiceNow), remote management tools and call centre technology and processes
Experience with supporting and administering enterprise-level Windows management solutions and networking protocols and technologies
Strong collaboration skills and the ability to work closely with team members and employees on projects, problem-solving, and day-to-day operations
Self-motivated and able to operate independently, while balancing multiple projects, priorities, and meeting client deadlines
Strong written and verbal communication skills, and the ability to interact, instruct, and support end-users and employees with varying levels of technical experience