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  • Posted: Jun 3, 2022
    Deadline: Jun 14, 2022
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  • Converge Global Concept Technologies Limited is a technology services organization that specializes in the deployment of mission-critical technology systems, solutions and services.
    Read more about this company

     

    Service Desk Manager

    Position Purpose

    • The Service Desk Manager will be primarily responsible for overseeing the day-to-day operations of service-desk to ensure clients receive the support they require.

    Essential Functions and Basic Functions

    • Manage all customer related engagements and ensure that issues are resolved promptly:
      • Oversee and drive prompt resolution of all incidents and problems.
      • Act as escalation point for all customer requests and incidents.
      • Interact closely with clients to better understand their pain points and profer solutions.
      • Carry out customer satisfaction survey periodically, analyse result and ensure all customer dissatisfactions are addressed.
    • Manage all service desk related activities to achieve business goal:
      • Align Service Desk activities with industry standard or framework such as ITIL.
      • Ensure Service Legal Agreements (SLAs) are consistent.
      • Present periodic reports to the management on Service Desk performance.
      • Manage all social media handles.
    • Work with various departments to ensure efficiency:
      • Act as liaison person between client and other departments within the organization.
      • Coordinating with IT Engineers to provide technical support to end users.
      • Ensure IT support staff are performing their duties efficiently and effectively.
    • OEM management:
      • Steer and manage all OEM engagements; meetings, events.
      • Maintain OEM pipeline with current leads and share this pipeline with OEM contacts on a monthly basis.
    • Assumes responsibility for establishing and maintaining good business relations with customers, vendors, e.g. Cisco, Microsoft and distribution managers:
      • Contact key accounts regularly, establish and maintain good relationship with customers.
      • Ensures that the Company’s quality reputation is maintained.
    • Assumes responsibility for related duties as required or assigned.

    Qualifications
    Education / Certification:

    • B.Sc., B.Eng. or B.A. in relevant field.

    Experience Required:

    • Minimum of three years of experience as a Service Desk Manager.

    Required Knowledge:

    • Good Proficiency level of Microsoft Office - Excel, Word, Outlook and PowerPoint. Knowledge of the industry
    • ITIL certification.

    Skills / Abilities:

    • Strong interpersonal skills.
    • Good organizational and problem-solving skills.
    • Business relationship management capabilities.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified candidates should send their CV to: hr@convergroup.com using the Job Title as the subject of the mail.

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