Service Desk Lead Network Focused

The Service Desk Lead is responsible for leading and facilitating an effective and efficient work flow for the group. Acts as a point person and monitors problem accounts in conjunction with the team. Trains and supports end-users and newer members of the team. Minimum Qualifications Ensures deployment of people to handle efficiently and effectively the 24x7 technical support operation of the WiFi Services Support team. Provides technical product support to present and potential customers. This involves managing and directing the team that is answering and handling customer inquiries and concerns, primarily over the telephone, e-mail, or directly via the customer case management system. Provides records, and follows-up responses within the Service Level Agreements (SLAs). Knows and achieves these SLAs. Duplicates customer issues, and if possible, solves them. Follows up on customer inquiries and issues, referring and elevating them to appropriate internal departments/next support tier and provides full descriptions of issues. Recommends the dispatch of field support personnel for onsite support/resolution of issues. Documents every interaction into the database of the customer case management system during case resolution. Regularly reviews and conducts data analytics to drive necessary actions and service improvement plans. Actively participates in quality assessment of databases and in the ease-of-use of software interfaces and documentation. This can include testing of new databases and application software before it is released to customers. Scrutinizes manuals, quick reference guides, and help systems for electronic products, providing input into technical information in terms that users can understand. Develops technical and knowledge databases for quick references when handling customers’ requests and incidents. Proposes technical support policy, represents the department when dealing with other divisions. Responsible for coordination with project and product management and regularly reports on these activities. Takes responsibility for identifying team member’s training and development on an on-going basis. Coordinates the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members. Evaluates and assesses service delivery performance metrics and carries out surveys on clients to weigh the level of service delivery in the company. Keeps record of daily operations at the desk for tracking of customer needs, services rendered and future reference. Creates a mode of operations to be adhered to by team members in order to maintain good routine and orderliness. Delegates specific service desk responsibilities to team members to create specialization and increase service delivery pace. Reviews all client complaints, rectifies issues and liaises with appropriate departments to handle complex issues in a bid to provide more effective solutions. Observes service desk operation techniques to determine how effective they are and implements new techniques when old ones are ineffective. Manages IT end-user communications. Spearheads the implementation of the new technologies and then teaches to internal and external end-users. Analyzes system capabilities and business requirements to map end-user training requirements. Provides demos of any new technology implemented. Develops easy-to-understand training and support materials. Designs new training programs or adapts existing ones. Customizes and delivers training to various internal and external clients in-person, via computer-based training, and web-based. Will act as the point person to develop and deliver operational and performance report to stakeholders and business partners. Holds formal meetings and ad hoc staff discussions, monitoring workflow. Requires availability for 24x7 on-call duty. Other job-related activities that may be assigned from time to time. #J-18808-Ljbffr