Service Desk Manager
Talent Connect
Laichikok, Kowloon
1天前

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
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