Service Desk Manager
Corporation
Laichikok, Kowloon
3天前

Service Desk Manager

Company : Corporation / Salary : $Negotiable

Responsibilities :

  • Develop and implement processes to ensure high quality service
  • Manage service teams to ensure incidents, requests, events and enquiries are recorded or escalated to suitable parties meeting SLA
  • Define key performance indicators to monitor the performance and efficiency
  • Drive implementation of call reporting facilities and event management system to ensure early detection and identification of problems and / or incidents
  • Analyse service team activities and make recommendations for enhanced organizational efficiency and effectiveness
  • Provide training to service team staff to ensure their skill and knowledge are up-to-date
  • Initiate bench-marking exercise and customer satisfaction survey to drive continuous performance improvement.
  • Manage and monitor staffing levels, turnover, workload and budget of service team.
  • Requirements :

  • Minimum 10 years experience within IT service team, with at least 5 years experience as manager of at least 20 staff
  • Tertiary qualifications are essential, preferably IT and / or business
  • Excellent leadership, strong interpersonal and coaching skills
  • Proven ability to effectively manage relationships by facilitating and influencing decision making
  • Proven knowledge and experience of ITIL
  • Previous experience of working with Incident, Problem and Service Management
  • Excellent communication skill in English & Cantonese
  • 报告这项工作
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    申請
    郵箱地址
    通過點擊“持續”,我允許neuvoo同意處理我的數據並向我發送電子郵件提醒,詳見neuvoo的 隱私政策 。我可以隨時撤回我的同意或退訂。
    持續
    申請表