An IT solutions company in East London is requiring a Service Desk Manager
Administration, Call Centre, Client Services, Communications, Data Capturing, Data Management, Management
Duties:
Manage the Clients service requests, incidents and queries logged
Manage and coordinate urgent and complex support issues.
Ensure Service Desk Consultants are trained, coached and mentored
Provide professional customer service.
Compile daily, weekly and monthly reports on Service Desk team’s productivity and ticket performance.
Conduct, review and manage Customer survey feedback to improve the services, tools and support experience.
Manage internal business unit relationships and dependencies on daily operational needs.
Manage and control the Service Desk unit operating costs and expense budget.
Implement initiatives that encourage an environment of innovation and continuous improvements in service delivery
Requirements:
Relevant Tertiary qualifications preferably a degree in IT or commerce.
Minimum 3-5 years relevant management work experience in Client Management and Service support.
Knowledge and understanding of the IT application environment with respect to systems development and databases.
Ability to manage a large Client base and continuously enhancing business relationships
Understanding and/or exposure to financial and stock control systems, help desk environment including remote software support and service desk ticket logging system.
Proven staff management experience.
Excellent communication skills.