Advanced Service Desk Resolution Manager
Siegen HR Solutions Inc
Metro Manila / NCR, SG
6d ago
source : Monster

Job Description Ensures services are delivered to meet customer business needs and expectations. He / she leads a team with the objective of providing first level of support for resolution of customer and system incidents and liaising with analysts and other agencies to resolve requests / issues in timely fashion.

He / she leads operations and ensures that deliverables and services are within the service level agreement. He / she applies functional knowledge and technical expertise of the account that is being supported.

He / she has some oversight responsibility for providing solutions to customer incidents and assists in the development of the team.

  • KEY RESPONSIBILITIES : Assisting in planning, estimating, managing and / or delivering a project, realizing maximized benefit with minimized risk for the stakeholder Assisting in identifying, analyzing, mitigating and responding to project, financial, operational, security, and legal threats, both real and anticipated Assisting in utilizing efficient and effective processes and standards to continuously improve the quality of processes, products and services Supporting and assisting project / s, shared services and support groups in their compliance to DC standards Assisting in determining resource status and needs, and deploying resources to point of need;
  • participating in coordinating sourcing and outplacement to ensure organizational goals are met Reviewing the statement of work the with suppliers and engagement unit team Supervising transition of services for each customer, ensuring on time and on budget completion Supervising the tracking and resolution of customer and system incidents, ensuring that correct resolutions are provided Performing incident notification and escalation to ensure problems / request / issues are communicated effectively and receiving proper management attention Demonstrating understanding of the customer'
  • s business needs and applies them to the management of system events & incidents Developing and maintaining technical skills to provide sound solutions to customer and system incidents Supervising efforts to implement all actions required to deploy a service;
  • ensuring that the service both technical and business needs Ensuring the proper coordination of incidents across various teams (e.

    g. technical team, service desk) as necessary Recommending and implementing actions to continuously improve processes Supervising implementation of internal controls and quality measures and monitoring them on an ongoing basis Assisting in the development and maintenance of procedures, incident reports, and other special projects as required Ensuring proper implementation of critical processes such BCP, change management, transition methodology, incident management & reporting Performing resource planning in order to optimise availability, set goals and objectives for each team member and ensure individuals meet their targets Seeking opportunities to improve knowledge, skills and performance and is receptive to constructive feedback Developing the skills of team members and assisting in identifying appropriate training needs of staff

    Job Qualifications 4+ years work experience required with supervisory experience

    Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realize value

    Ability to contribute to the creation of an environment that motivates individuals to work collaboratively as a team

    Coaching skills

    Ability to work creatively and analytically in a problem-solving environment

    Desire to work in an information systems environment

    Excellent oral and written communication skills

    Excellent time management skills

    Good project management skills

    Good leadership skills

    Good performance management skills including feedback techniques


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