Service Desk Manager
Current• Develop and follow the detailed planning of the service• Ensure the categorization of incidents and requests in accordance withSLAs• Identify and deal with problems, risks and delays on the service• Participate and manage operationally the Reversibility phase.• Verify the quality of the service provided (quality of ticket encoding, respect for theof the user)• Allocate team resources to different tasks• End-to-end follow-up on logged incidents• Follow-up of SLA towards the users• Manage the team and impose your leadership• Trigger escalation process when business impact is expected• Control the progress of the different tasks and deliver the weekly progress reportweekly progress report (COTECH)• Monitoring critical systems• Ensure quality of service and compliance with procedures.• VIP support
