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Lead End User Support Technician
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- Having experience of managing a team of 10+ members covering deskside support locally and globally across other sites Act as single point of contact for customer to deliver the service and set the right expectation Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate Serve as an escalation point of contact with the primary focus on restoring the services.
- Experience on ticketing tools in managing incidents and services.
- Ensure VIP support for users on high standard and customer service Keep the knowledge base and runbook for the team updated with new resolution and process appropriately Manage and ensure the adherence of SLA s across the towers.
- Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
- Work with the service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact ITIL certification added advantage.
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