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Service Desk Lead

年収:800万 ~ 1000万

ヘッドハンター案件

部署・役職名 Service Desk Lead
職種
業種
勤務地
仕事内容 Required Skills:

The Service Desk Team Lead leads a team of Service Desk Agents.
Main responsibilities:
Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.
Major activities:
• Monitors open tickets for service level breaches
• Identifies potentially major problems
• Uses established procedures, guidelines, and standards
• Responds to changing business needs by recommending new ways to handle new issues
• Monitors the direction of appropriate incident tracking processes to be followed by team
• Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
• Conducts leave and resource management for each queue
• Handles escalated calls
• Implements SIP and CIP
• Conducts quality audits, coaches, and mentors the team members
• Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
• Attends the monthly quality meeting and BMC Remedy Resolver Group Team Leads
応募資格

【必須(MUST)】

Required Skills:

The Service Desk Team Lead leads a team of Service Desk Agents.
Main responsibilities:
Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.
Major activities:
• Monitors open tickets for service level breaches
• Identifies potentially major problems
• Uses established procedures, guidelines, and standards
• Responds to changing business needs by recommending new ways to handle new issues
• Monitors the direction of appropriate incident tracking processes to be followed by team
• Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
• Conducts leave and resource management for each queue
• Handles escalated calls
• Implements SIP and CIP
• Conducts quality audits, coaches, and mentors the team members
• Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
• Attends the monthly quality meeting and BMC Remedy Resolver Group Team Leads

更新日 2021/01/26
求人番号 1634730

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