Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Jun 21, 2022
    Deadline: Jul 1, 2022
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    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 Duties
    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 fields.

    Experience Required:

    • Maximum 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.

    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.

    Build your CV for free. Download in different templates.

  • Apply Now
  • Send your application

    View All Vacancies at Converge Global Concept Techno... Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail