Job Role : Service DeskAdministrator
Objectives : A service desk is acommunications centre that provides a single point of contact(SPOC) between a company and its customers, employees and businesspartners.
The purpose of a service desk is to ensure thatusers / customers receive appropriate help in a timelymanner.
Main responsibilities : Increase ClientSatisfaction o Define / analyse client requirements, oDevelop / deliver innovative solutions, o Develop relationships andeffectively communicate with clients and key business stakeholders,o Effectively manage change, o Escalate issues for timelyresolution, o Grow consultative relationships with clients, oManage client requests to resolution, o Meet / exceed clientexpectations, o Provide timely / effective communications, o EnsureQuality and Consistency when Handling Customer Calls o Resolveproblems quickly o Collaborate for a solution in order tofacilitate a superior customer experience and increase the customersatisfaction Drive Incident Resolution to Ensure BusinessContinuity o Close incident records within defined timelinethreshold to minimize impact on client / outage, o Coordinateproblem resolution and create Incident record, o Determine need foradditional resources and assign to correct service provider (groupor individual), o Determine severity and prioritizationclassification for the Incident, o Escalate issues to ensure propersense of urgency / resource allocation, o Evaluate incident todetermine if Change record is needed, o Identify / associate relatedincidents, o Manage Incidents to resolution, within the definedtimeline o Perform Incident diagnostics and resolve incidents andrestore service Enable Timely and Effective Delivery of RequestedServices o Analyses reviews Request and determine if escalation isneeded, o Creates Request record / register a request, o Determinesseverity and prioritization classification for the Request, oEnsures Requestor is properly authorized to receive requestedservices, o Escalates issues to ensure proper sense of urgency / resource allocation, o Manages Requests end-to-end, from Requestregistration, routing, recording / documentation, rejection andun-routing.
o Process Information Requests Reporting &Contribution o Regular reporting on service delivery performance toClient Services Manager and clients o Regularly report serviceimprovements implemented and recommend actions to further improveperformance and service
o ITIL Foundation levelcertification is highly recommended o Previous experience inService Desk or Contact Center environment is preferred (at least 1Year)