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  5. Service Desk Manager
  • ID
    #15495009
  • Job type
    Permanent
  • Salary
    BASED ON EXPERIENCE
  • Source
    MISICOM, Inc
  • Date
    2021-06-15
  • Deadline
    2021-08-14

Service Desk Manager

 New Jersey, Whitehousestation, 08889 Whitehousestation USA
 
Permanent

Vacancy expired!

End User Services Service Desk Manager Whitehouse Station, NJ/remote ( few office visits) Contract opening Position Summary

  • Service Desk Assistant to provide technical support to customers and staff members, troubleshooting problems, assisting with account set ups, and performing various software functions.
  • Assists the Customer Service Manager in working with outsourced team to establish a quality and knowledgeable Service Desk.
Primary Job Responsibilities:" Provides a thorough knowledge of an ITSM and metrics so they drive alignment with industry standards and best practices" Ability to assist when vendor has problems with resolving issues and can assist to find fixes for them while relaying information to customers or staff members, as to why the problem occurred, how to resolve the issue and/or to escalate appropriately" Tracks all escalations and issues as requested by Customer Service Manager" Works with Customer Service Manager to develop procedures and processes to be followed by outsource team to create efficiencies for the Service Desk" Ability to manage meetings independently and work on projects that pertain to the Service Desk while other projects are managed by Service Desk Manager.Requirements" Bachelor s degree (Emphasis in Information Technology or Computer Science)" Minimum of 2 years of experience in Service Desk as Supervisor or Manager" Customer service provides high-quality customer service over the phone and online to resolve technical issues" Computer skills Answers technical questions, explain how to perform specific software functions, and train clients to use computer systems and demonstrates computer competency" Communication skills understands computer problems and clearly relays instructions to solve these issues by providing excellent communication" Analytical thinking analyzes computer problems based on information they re given and the ability to think critically" Attention to detail pay constant and close attention to small details to find and isolate technical problems" Demonstrates proficiency at consolidating data from numerous sources to create presentations for all levels of management or other stakeholders" Significant experience working with Excel, ServiceNow, and any other tools related to Service Desk metrics, quality control, surveys, chat, incidents, or requests" Understands and has a solid understanding of the major service issues impacting IT" Knowledge of reporting mechanisms and ability to pull together end to end information through metrics." Experience working with ServiceNow or other CRM/Service Management platform is preferred" Knowledge of statistics and critical thinking skills" Must have strong relationship building, influencing and consultation skills and be able to establish and maintain positive work relationships with peers, management, key stakeholders and clients" Ability to provide reports at meetings as appropriate and deliver messages to management" Strong analytical problem solving, priority setting, facilitation, and collaboration skillsThe Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.

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