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Job Description
Job SummaryManages the all the component of the Service Desk within the IT Shared Service. Provides leadership and develop a Customer First culture within the team as they represent the main route for all users to access the IT Services.Job Responsibilities 1* Leads and manages the IT Service Desk ensuring the Service Desk team is appropriately resourced, skilled to provide 1st and 2nd level customer support for all IT Services according to SLAs, work practices and procedure.* Esure Level 1 and Level 2 customer support for all IT Services. Coordinate with external vendors and product principles for L3 and L4 support.* Ensure constant supervision ofdaily work ticketing software (Help Desk software)* Manages all high severity incidents including post incident review of Severity 1 incidents* Ensure customer satisfaction surveys and review customer feedback. Take appropriate actions.* Supervises Office 365 Admin Center and active directory service for users & groups creation, deletion and suspension* Supervises technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Walk customer through problem-solving process.* Monitors the ticketing system database and follow-up with assigned technical support staff.* Ensures IT Service Desk Dashboards are up to date and continually improved.* Analyzes trends in Help Desk requests and generate statistical monthly report* Measures performance of technicians & to take preventive action so that daily amount of issues can be reduced* Ensures IT Technicians are continually trained on new systems and technologies where needed* Ensures effectiveness of response to queries either in person or over the phone.* Provides after office hours support as needed.Job Responsibilities 2Additional Responsibilities 3Job Knowledge & Skills* Knowledge for advising user on appropriate action* Knowledge in identifying and escalating situations requiring urgent attention* Knowledge in providing current system information, changes and updates* Knowledge in costumer handling and building relationship.* Knowledge of techniques used in the design applications.Job Experience12 years of job-related experience and 3years experience in similar positions.CompetenciesAgility – ProficientCreates Strategy M1Cultivates Loyalty & Integrity – ProficientDemonstrates Accountability – ProficientDemonstrates Resilience – ProficientDevelops Future Leaders – DevelopingDisplays Customer Centricity – ProficientDrives Performance M1Promotes Teamwork – ProficientShows Entrepreneurial Spirit – ProficientStrives for Innovation – ProficientAgility – DevelopingDemonstrates Resilience – DevelopingCultivating Loyalty & Integrity – DevelopingShows Entrepreneurial Spirit – DevelopingDemonstrates Accountability – DevelopingStrives for Innovation – DevelopingPromotes Teamwork – DevelopingApplication Support L1System Software Administration L1Security Administration L1Service Desk And Incident Management L1Database Administration L1Network Control And Operation L1Displays Customer Centricity – DevelopingEducationBachelors Degree in Information Technology
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