日本と海外をつなぐクラウドソーシング

CWG

Service Desk Supervisor

2017/04～ 2018/12

Summary:
● To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved.
● To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
● Oversee the management of the Huawei service desk to ensure SLA and KPI are meant, kept and maintained.
● Manage a team of fourteen personnel in the Service Desk to ensure that the service levels are meant and exceeded and drive customer satisfaction positively.

Key Responsibilities
● Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and maintain phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Follow up for root cause of issues and communicate appropriately to internal and external customers via RCA (root cause analysis).

● Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).

● Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

● Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.

● Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.

● Coordinates training requirements of Help Desk personnel

● Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service

● Oversee the service desk monitoring team that monitors the databases, storage spaces, mount points for all applications in the business to avoid application downtime. Escalation of critical alarms to the right resolution unit for proper incident handling