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| 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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- 会社規模101-500人
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- コンサルティング IT・インターネット その他（教育・官公庁）など
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