Service desk

Job Description

Role- Service desk Job Description- Independently managing and directing the daily activities of Service Desk operations. Staff planning on floor to manage volumes/forecasts. This includes schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor. Helping/driving initiatives for standardization of processes and reducing escalations and queries on floor. Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs. Supervising, planning, and managing functions concerned to Service Desk operations Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team. Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency. Conduct regular team meetings and one on one sessions with the teams. Monitor calls, perform quality checks and provide necessary feedback to the team. Practicing and ensuring compliance with that of all the BCMS policies and procedures. Manage overall performance of the Service Desk including quality function performance. Manage overall reporting and MIS. Ensure active engagement with key stakeholders/colleagues periodically. Generate and implement ideas to improve the overall performance of the process. Manage shifts and schedules for Service Desk team members. Collaborate with business team leads. Ability to manage IT Helpdesk/Service Desk as a lead. Well versed with Information Technology Infrastructure Library (ITIL) framework to include Service Desk, Incident, Problem and Service Level Management. Review Service level status reporting and metrics. Well versed with developing and/or updating Service Desk standard operating procedures (SOPs). Assist with communications to user community around service desk (tickets, status, etc.). Partner with business managers and process owners to identify opportunities for process and service desk improvements. Work to improve existing Service Level Agreements (SLA's).