Skills And Tools:
- o Manages and coordinates urgent and complicated support issues and requests to assure that users are provided efficient and timely first and second level support on a 7x24 basis
- o Develop mature phone/ticket escalation processes to ensure free flowing escalation and information within B.Tech.
- o Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
- o Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
- o Oversee Solutions repository to ensure that top quality solutions are available to the staff.
- o Review surveys feedback to improve services, tools and support experience.
- o Develop, implement, and maintain policies, processes and procedures for effective delivery of services and improvement Customer IT Support.
- o Manage vendor relationships as it depends on daily operational needs to ensure that top quality solutions are available to the staff.
- o Review Purchasing orders of service support tools and equipment in order not to exceed approved budget.
- o Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
- o Manage, motivate, develop and assess Service Delivery team to improve team members’ performance level.
- Graduation: Bachelor degree in, Computer Science, Information technology or any of its equivalent Training: - Certificates: ITIL Certification is preferred.
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