- Coordinate the Service Desk team members in their daily duties of attending to clients.
- Manage the ITSM ticketing solution, including creating new automation in the system to provide faster service to staff.
- Oversee the evaluation, selection, and procurement of new products and services.
- Analyze common ticket trends and develop preventative incident methods.
- Investigate solutions for the root cause of recurring problems.
- Assist team members with career development and guidance, coaching, reviews, and other personnel management requirements.
- Create procedures to ensure best practice is followed in all implementations.
- Maintain documentation of configurations and procedures.
- Transfer knowledge and train the Service Desk team as required.
- Evaluate and assess service delivery metrics and carry out client surveys to gauge the level of service delivery in the company.
- Keep records of daily operations at the desk for tracking of customer needs, services rendered, and future reference.
- Establish a mode of operations to be followed by team members to maintain good routine and orderliness.
- Delegate specific Service Desk responsibilities to team members to create specialization and increase service delivery pace.
- Review all client complaints, rectify issues, and liaise with appropriate departments and teams to handle complex issues and provide more effective solutions.
- Observe Service Desk operating techniques to determine their effectiveness and implement new techniques when existing ones are ineffective.
Job description provided by Tomlinson Group.
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