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Service Desk Operation Manager

Published date: 2024/01/10
  • Location: Bengaluru, Karnataka, India
Roles and Responsibilities: • Agreed KPIs fulfilment on coordination with Business and Internal team on completion • Reporting Preparation and Review • Enablement of Training Session to reports • Ensure all the Tickets are closed within the Response and Resolution SLAs agreed • Track all the Tickets in the Queue closely and ensure timely and right update of the Ticket statuses • Collaborate with multiple support groups to achieve the resolution as soon as possible • Focus on minimizing the business impact in parallel while working for the resolution Ensure Process adherence is achieved and there are no compliance issues • Monitor and report on process performance to the Customer and Senior Management • Maintain effective communication with all key stakeholders, Senior Management, Customers, Users, and technical staff • Being in Process and Service improvements in the Engagement as required • Maintain Shift roster and proper shift handover during the Shift changes • Review end user CSAT and initiate corrective actions as required • Respond to Customer and Internal escalations and implement the suggested actions • Conduct the Process refresher trainings to maintain the Process awareness and adherence • Ensure Ticket audit is done, and the corrective actions are taken • Review ticket backlogs, tickets nearing missing the SLAs, tickets on hold for a long time • Prepare the Trend reports to provide required inputs to Problem management practice • Monitor the effectiveness of the IT Service Management tool and make recommendations for continued enhancements Good communication,
Company Name: Acute Informatics Pvt. Ltd

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