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.
Application procedure:-
To apply for this position, please log on to www.horizoncontactcenters.com
You can now click on this link www.careerstom.com to visit our career centre for a more incisive advice from experts.
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.
Application procedure:-
To apply for this position, please log on to www.horizoncontactcenters.com
You can now click on this link www.careerstom.com to visit our career centre for a more incisive advice from experts.
