Job Description:
-Coordinate the service desk team members in their daily duties of attending to problem tickets submitted by phone, email or IM and facilitate good customer service culture in team members
-Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company
-Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference
-Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
-Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace
-Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
-Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective
-Act as the Incident Manager providing the communication and liaison necessary between our clients and other business departments during high priority incidents
-Encourage a culture of continuous improvement, constantly seeking new ways to improve the service IT deliver to the business

Requirements:
-Higher education certificate in a Technology field
-Proven track record of managing technology service delivery and a team of people
-Showcase good interpersonal skills for customer relations
-Ability to work under pressure
-Must have good leadership skills to carry people along
-Must be knowledgeable about service desk system and IT tools
-Must have good judgment in handling serious customer problems