Senior Service Desk Specialist

Your Role

• Monitoring the performance of the Service Desk Specialists
• Preparation of problem logs, status report and call statistics on a weekly basis
• Keeping the Purchaser informed on request status and priority
• Properly managing and tracking all incoming inquiries for maintaining the efficiency of support to ensure every User’s query is logged and monitored and to identify patterns, allocate resources effectively, and to provide timely responses.
• Building service desk knowledge and FAQs
• Categorising call log database for data analysis
• Preparation of service desk performance, service requests and incident management reports
• Preparation of service desk call reports
• Providing management reports and recommendations for service improvement on a monthly basis, as requested by the Purchaser
• Preparing and updating the reports on service desk operations on a quarterly basis
• Reviewing the distribution stoppage and end user communications
• Reviewing customer satisfaction surveys completed by the Purchaser and addressing any feedback received to improve service quality.