Service Desk Manager at Converge Global Concept Technologies Limited

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.