Service Desk Lead

Encontrado en: beBee S MX - hace 4 semanas

Ciudad de México Maersk A tiempo completo

We offer an opportunity to become part of our high performing team with a passion for technology and customer experience.

The Technology support Service Desk is responsible for supporting the global organization and is as an entry point for reporting all incidents and service requests as well as supporting users in “How To” queries.

The Technology support Service Desk is a 24/7/365 one desk model spread across three regions, APAC, India and South America using multiple channel options. A Critical Incident Team (CIT) acts as the interlock between the Service Desk and Major Incident Management.

Day-to-Day activities include but are not limited to:

  • Providing support for all Technology related- activities and initiatives.
  • Guidance, assistance, coordination, and follow-up on the reported issues/problems.
  • Break/fix assistance for all technology issues but not limited to password and access assistance but also escalation of high priority incidents including server and network escalations.
  • Working and collaborating with global teams, employees of Maersk, different technology and engineering teams in order to restore service and/or identify problems.

Service Desk Analyst responsibilities:

  • Provide leadership and direction to the Service Desk team.
  • Develop and ensure the Service Desk team is following established processes and procedures.
  • Monitor Service Desk performance to ensure that customer service goals and objectives are being met.
  • Ensure Service Desk staff is adequately trained on all relevant products and systems.
  • Assist in resolving complex customer service issues.
  • Monitor daily Service Desk operations.
  • Monitor customer service trends and provide feedback to the team.
  • Develop and maintain customer service standards and procedures.
  • Develop and maintain service level agreements and KPIs.
  • Manage customer service escalations.
  • Handle customer complaints and inquiries.
  • Ensure customer satisfaction is achieved and maintained.
  • Monitor trends in customer service issues and provide feedback to the team.
  • Handle escalations in timely manner to provide faster resolution to the users.
  • Continuous maintenance of all SOPs relevant to the operation of Service Desk volumes
  • Continuous service Improvement built into the day-to-day working of the team, coming up with automation and optimization opportunities.
  • Work closely with Critical Incident and Major Incident management teams to highlight potential high impact issues from those reported by users/customers/partners
  • Deliver the Service Desk team’s performance as per the set KPIs, goals and objectives.

Qualifications and Requirements to fulfill the role:

  • Bachelor’s degree in computer science, information systems, or similar.
  • 6+ years' experience in a Technology performance analysis and end-user support role.
  • Strong experience of leading a team
  • Strong understanding of operating systems, software, and devices.
  • Knowledge on ITIL practices preferred.
  • Desirable knowledge in ITSM tools, customer relationship management (CRM) and task management software.
  • Exceptional analytical and problem-solving skills.
  • Advanced collaboration, communication, and interpersonal skills.
  • Excellent organizational and time management skills.
  • Customer Service Experience.
  • Deliver to agreed KPIs.
  • Excellent Verbal and written communication skills.

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