Job Summary
The ideal candidate will serve as the primary point of contact for IT support requests, leveraging their analytical and problem-solving skills to troubleshoot and resolve technical issues or escalate them to relevant teams in a timely manner.
Key Responsibilities:
* Troubleshoot and resolve technical issues or escalate them to the appropriate teams.
* Maintain high levels of customer service and ensure timely resolution of tickets.
* Define and monitor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
* Analyze performance data to ensure the Service Desk meets required service levels.
* Collaborate with stakeholders to improve service delivery and efficiency.
* Maintain and update process documentation, procedures, and solutions in a structured knowledge base.
* Ensure Service Desk agents have access to accurate and up-to-date guides and troubleshooting documentation.
* Promote knowledge-sharing initiatives to enhance efficiency.
* Monitor user satisfaction levels and collect feedback to improve service quality.
* Implement post-ticket surveys and feedback mechanisms to enhance the user experience.
* Analyze customer feedback and propose improvements to IT support services.
* Identify trends and inefficiencies through operational data analysis.
* Develop reports and dashboards to track key performance metrics (resolution time, ticket volume, SLA compliance, etc.).
* Provide data-driven insights to improve service desk operations.
* Enhance the user portal for request management and self-service capabilities.
* Optimize accessibility and usability based on user behavior analysis.
* Develop and implement self-service solutions to reduce dependency on live support.
Requirements
* Bachelor's degree in IT, Business Administration, or a related field (preferred).
* Experience in IT service management, customer support, or data analysis, depending on the role.
* Strong analytical and problem-solving skills.
* Excellent communication and collaboration abilities.
* Familiarity with ITIL frameworks and service management tools (preferred for some roles).
* Knowledge of data visualization tools (Power BI, Tableau) for reporting roles.
* UX/UI design experience for Self-Service Specialists.