Service Desk Supervisor
Key Responsibilities
• This function Includes Service Desk Function & Incident Management process.
• Managing and supervising Service Desk analysts
• Proposing and agreeing on scope of Service Desk function and Incident management process
• Updating of Incident management procedure documents, including procedures for major incident handling.
• Monitoring of all calls logged with the Service Desk
• Reporting on Service Desk operations and performance
• Providing management reporting on incident management process
• liaising with IS support Managers in ensuring quick resolution of major incidents
• Communicating with Customers on status of incident resolutions
• Preparing the daily workforce shift
Minimum Requirements
• 3-5 years of professional IT work experience in a dynamic office environment.
• 2 years in a similar position of supervision or team leader
• Bachelor’s degree in IT from a reputable university or equivalent.
• ITIL Certification and good working knowledge would be an added advantage.
Application procedure:-
To apply for this position, please log on to www.horizoncontactcenters.com
