Role: Service Desk Supervisor
Location: Dublin City Centre
Contract role 180 a day
The Service Desk Supervisor will manage service desk operations and ensure that all client SLA targets are met
Act as team leader for the respective team through proactive coaching of agents, monitoring that correct processes are being followed and involvement in performance review
Single point of contact for client communication and 2nd level escalations
Key Responsibilities
Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreement. Focus on support and direction to agents for: aged calls, patterns of quality gaps and daily queue managment.
Ensure good productivity and utilisation of resources, shift scheduling ensuring adequate coverage based on call / email (incidents) arrival pattern (alerting from queue coordinator)
Provide floor support and act as the first point of contact for ticket escalations from permitted stakeholders, i.e. RDLs and Client IT
procedures for consistent unsatisfactory performance.
Coordinate communication to the team including daily huddles, weekly team meetings
Oversee updating process of knowledge database (completed through Tier II Support and tech leads), new applications transitions, scope of work expansions for existing project
Please call Tessa Cooke 016741411 or apply belowImage may be NSFW.
Clik here to view.
Location: Dublin City Centre
Contract role 180 a day
The Service Desk Supervisor will manage service desk operations and ensure that all client SLA targets are met
Act as team leader for the respective team through proactive coaching of agents, monitoring that correct processes are being followed and involvement in performance review
Single point of contact for client communication and 2nd level escalations
Key Responsibilities
Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreement. Focus on support and direction to agents for: aged calls, patterns of quality gaps and daily queue managment.
Ensure good productivity and utilisation of resources, shift scheduling ensuring adequate coverage based on call / email (incidents) arrival pattern (alerting from queue coordinator)
Provide floor support and act as the first point of contact for ticket escalations from permitted stakeholders, i.e. RDLs and Client IT
procedures for consistent unsatisfactory performance.
Coordinate communication to the team including daily huddles, weekly team meetings
Oversee updating process of knowledge database (completed through Tier II Support and tech leads), new applications transitions, scope of work expansions for existing project
Please call Tessa Cooke 016741411 or apply belowImage may be NSFW.
Clik here to view.
