Service Desk Supervisor
Key Responsibilities
Key Responsibilities
- This function Includes Service Desk Function & Incident Management process.
- Managing and supervising Service Desk analysts
- Proposing and agreeing on scope of Service Desk function and Incident management process
- Updating of Incident management procedure documents, including procedures for major incident handling.
- Monitoring of all calls logged with the Service Desk
- Reporting on Service Desk operations and performance
- Providing management reporting on incident management process
- liaising with IS support Managers in ensuring quick resolution of major incidents
- Communicating with Customers on status of incident resolutions
- Preparing the daily workforce shift
Minimum Requirements
- 3-5 years of professional IT work experience in a dynamic office environment.
- 2 years in a similar position of supervision or team leader
- Bachelor's degree in IT from a reputable university or equivalent.
- ITIL Certification and good working knowledge would be an added advantage.
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