Service Desk Lead

Hi All,

salma.saifi@cmsitservices.com

Key Responsibility Area:

1.

• Oversee day-to-day operations of the service desk team, ensuring high-quality customer support and adherence to service level agreements (SLAs).
• Supervise and manage team performance, ensuring timely resolution of incidents, service requests, and IT issues reported by end-users.
• Oversee the service desk email inbox, ensuring timely acknowledgment, triaging, and resolution of customer queries, requests, and incidents submitted via email.
• Ensure that emails are categorized appropriately, assigned to the correct team members, and responded to within the designated SLA.
• Ensure team members have the knowledge and tools required to effectively perform their roles.

2

• Ensure that incidents, service requests, and problems are tracked, categorized, and prioritized accurately.
• Develop and manage incident management procedures to ensure rapid resolution.
• Oversee the timely closure of tickets, ensuring customer satisfaction.
• Escalate unresolved or complex issues to appropriate teams, following the defined escalation process

3. SLA (Service Level Agreement) Management

• Define, monitor, and enforce SLAs for response times, resolution times, and ticket closure deadlines.
• Regularly review and assess service desk SLAs, ensuring they align with business needs and customer expectations.
• Proactively manage and track SLA compliance to ensure that the service desk meets agreed-upon service levels.
• Implement escalation procedures for SLA breaches, ensuring corrective actions are taken in a timely manner.

4. Report Tools Monitoring

• Ensuring all the reporting tools are working properly, sharing Health check report every 4 hour to client in a day.
• If there is any gap in the report raise the IM and inform to team and client on priority in order to avoid any delay or penalty.

5. Reporting & Metrics:

• Prepare reports on service desk, Network, Infra and SOC Team performance, including response times, resolution times, and customer satisfaction metrics.

• Prepare Weekly and Monthly Presentation for Client Review Meetings

• Ensuring sharing the daily asked reports to client.

a) CPU utilization Report

b) Daily DC tracker

c) Health Check and others.

6. Change Management:

• Tracking of the change request from its initiation to closure and if required taking approval for the clients and sharing the communication email before stating of activity and after its completion.
• Before Closing the Change ensuring CI is updated and all the artefacts are in place.

7. Maintaining Daily Tracker & Team Master Detail File

Maintaining Daily Tracker and sharing to it infra manager for records and sharing to clients. It includes below details.

a) Daily Port Opening Request

b) Daily PIM access

c) Daily VPN Created

d) Internet Access Provided

e) Sudo / Admin Access

f) Change Request Raised

g) High priority Case Raised

8. Critical Incident Handling

• Handling P1/P2 Cases being extremely cautious to avoid any type of delay or breach as it has very high penalty. Ensuring sending email communication to client after every half an hour with the latest update on case till it resolves.
• Attaching RCA for issue before it get closed.

9. SOP review, Knowledge management & Document Creation

• Ensure the creation, regular review, and updating of document time to time

10. On-boarding and Training of new Resources

• Maintaining On- boarding & Off Boarding Tracker.
• Provide Training to the new Member added to the Team.

11. Compliance & Security:

• Ensure that service desk operations align with internal IT policies, security standards, and regulatory requirements.
• Monitor adherence to compliance and security protocols across service desk processes.
• Support audits and assist in ensuring documentation and process flow remain compliant.

12. Process Improvement

• Identify opportunities to improve service desk workflows, processes, and tools.
• Implement best practices and strategies for enhancing efficiency.

13. Shift and Leave Management for My team Member.

Thanks and Regads

Salma Saifi

7290068760