Responsible for the management of IT Service Desks, Service Management tools, Change Management, Incident Management, SLA reporting.
Lead the IT Incident Management, IT Request Fulfilment, IT Service Asset Management, IT Service Level Management Lead and Guide team members on day to day tasks and activities.
Lead the supplier while delivering their respective services
Serve as an escalation point for all the support staff and end users Single point of contact (SPOC) for the support staff Develop relationships with clients and key business stakeholders, Effectively communicate with clients, Escalate issues for timely resolution, Manage client requests to resolution, Provide single point of contact for user escalations and concerns, ensuring that any issue is resolved with the expectations of the user.
Dispatch request to appropriate second level support groups according to procedures.
Monitor the progress of cases up to fixed resolved status and all aspects of Inbox Management. Provide input to update Service Desk Knowledge Base – ensure that you refer to this for any recent updates.
Job Type: Contract
Contract length: 4 months
Ability to commute/relocate:
Experience:
Application Deadline: 28/08/2022
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