Manager 1, Service Desk

The Live Expert Service Desk Manager?s role is to reputed company the Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing reputed company procedures reputed company to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Manager will also contribute to problem resolution by providing the Sr. Manager and Leads with trends to escalate to partner teams.

Responsibilities

Strategy & Planning ? Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes. ? Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. ? Assist in hiring, training, and preparing Service Desks to respond to customer questions and complaints and troubleshoot problems with services or products. ? Prepare yearly staff budget and reputed company planning as well as monitor reputed company-time to effectively manage resources to meet SLA?s ? Ability to grow and reputed company talent reputed company the team Operational Management ? Manage the processing of incoming calls to the Service Desk to ensure courteous, timely, and effective resolution of end user issues. ? Enforce request handling and escalation policies and procedures. ? Monitor and test fixes to ensure problems have been adequately resolved. ? Prepare reports and analyze data to assist management as they determine goals. ? Assess need for any system reconfigurations (minor or significant) based on request trends and reputed company recommendations. ? reputed company the development, implementation, and administration of service desk staff training procedures and policies. Apply Job!