Service Desk Manager
William Hill
Manila , Philippines
3d ago

Job description

William Hill Group CS Phils. Inc. is an in-house contact centre supporting one of the most trusted brands in the UK - William Hill.

Spread across eight different countries with over 15,000 colleagues, William Hill attracts millions of customers around the world.

Interested in joining the leader in sports betting? Keep reading and apply today! Our Service Desk Manager :

  • Will be responsible for overseeing the day-to-day Service-desk global activities to ensure users and business teams receive the support they require.
  • Oversee of the service requests, incidents and problems occurring within the local coverage area and globally to include incident creation, incident routing, incident escalation, immediate resolution tasks, and phone / email / chat responses.
  • Ensure customer satisfaction by delivering timely service with a high level of quality.

  • Manage Service-desk Incident, Request, Change and Escalation processes, ensuring high levels of performance and establishing service improvement activities when required.
  • Manage joiner, mover and leaver processes, rolling out hardware, software and the required accounts so that new employees can do their jobs from day one of employment.
  • Administration of User Access Management for entire user tools for the global operations ensuring that access is provided at the right time based on their role following the processes required ensuring compliance for the entire account life-cycle.
  • Administration of corporate system IT infrastructure, domain controllers, DHCP and DNS on a routine work environment. Access controls and configuration to ensure the accounts and access requirements are provided and the system is maintained and organized.
  • Ensuring that the Service-desk provides high customer satisfaction levels and identifies and addresses issues that would negatively impact customer satisfaction.
  • Monitors Service Desk performance using metrics that encompass the average time to respond, first call resolution, customer satisfaction, volume, and backlog.
  • Analyzes performance of Service Desk activities and documented resolutions, tracks and analyzes trends in Service Desk requests, and generates reports to identify problem areas.
  • Manage the development, implementation, and maintenance of policies, processes and procedures for Service Desk and the continuous development of Knowledge-base .
  • Develop and implement key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends.
  • What you'll need :

  • Bachelor’s Degree in Computer Science, Information Technology or related field with equivalent work experience.
  • 6+ years of relevant experience in Service Desk function
  • 4+ years experience as a Manager
  • Experience implementing service improvement processes in response to performance metrics or service level agreements (SLAs).
  • Experience with Commercial ITSM software suites for performing duties and responsibilities such as Incident Management, Problem Management, Request Management, Knowledge Management, Service Level Management, Reports and Dashboards.
  • Advance Knowledge of using ServiceNow is an advantage

  • Formal qualifications is an advantage, i.e. Modern Desktop, Enterprise Administrator, Office365, MCSA, MCSE, ITIL.
  • Advance Knowledge of Domain Controllers, Active Directory, Access rights, Domain Groups and Group policies.
  • Basic Knowledge of Networking. Concept of Mac Address, Switches, Routers, Wi-Fi Appliance, VLAN, routing and VPN. Knowledge of Cisco AnyConnect configuration is an advantage
  • Knowledge on using Splunk for troubleshooting is an advantage
  • Amenable to work on shifting schedule and holidays
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