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Degrees
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BCA, MCSA
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My Expert Service
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To summarize my latest roles were
# Manage the daily operations of running Service Desk.
# Provide daily direction to team members and resolver teams
# Set and meet performance targets for speed, efficiency and quality delivery
# Liaison with supervisors, team leaders, operatives and third parties to gather information and resolve issues
# Interact with PMO, SDM, Incident managers, and Change coordinators and like to set and meet business targets.
# Maintain up-to-date knowledge of industry developments and involvement in or membership of networks
# Monitor random agents calls to improve quality, minimize errors and track operative performance
# Record statistics, user rates and performance levels of the center, & prepare reports
# Handle the most complex customer complaints or inquires
# Organize staffing, including shift patterns and the number of staff required to meet demand
# Review staff performance, identify staff training needs and plan training sessions accordingly
# Analyze performance statistics and make decisions based on statistics
# Establish or modify work procedures as necessary; suggest methods to improve service and efficiency
# Coach, motivate, develop and retain staff
# Develop, implement and review core responsibilities and tasks
# Improve performance by raising efficiency and work with IT to implement supporting technologies
# Investigate issues and deliver problem resolutions
# Plan and manage change
# Provide continual evaluation of people, processes and procedures
# Provide performance feedback and coaching on a regular basis for all team members; conduct performance reviews
# Address disciplinary and/or performance issues with the help of management
# Lead special projects as necessary
# Support others in the organization as required
# Use appropriate judgment in communicating client or employee issues
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Experience & Qualifications
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System and Network Engineer: 3.5 years
Global SPOC/SME: 2 Years
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Available Modes Of Communication
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email/chat
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Contact
Illusive Obvious
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