Project role for the set up of the IT Service Desk after function was brought in-house from the client.Plan, implement, monitor and control processes and procedures based on ITIL best practices to ensure effective delivery of IT service.Continual improvement of the IT Service Desk function & system within the ITIL best practises framework.End to end SLA managementDriving Global Service Desk initiatives for 3 delivery centers located in the Czech Republic, China and the Philippines. Globally supervising and managing all critical SLA for 3 Service Desk delivery centers.Lead, manage and develop the on site IT Service Desk Team of 22, to professionally respond to and manage service requests made by e-mail, directly logged calls, and phone.Knowledge of retail business needs in order to support retail client achieve business objectives.Produce reports including Call Trend Analysis, Team Statistics, SLA reporting.Liaison with the Customer Account Managers to ensure a thorough understanding of Key Business Issues.Resolve escalated customer and stakeholder queries/complaints.Ensure compliance to contractual and regulatory requirements, representing the team in internal and external audits.

Direct backup of the Service Desk Team Lead.Provide operational support and mentoring to team members in terms of raising the level of quality.Analyze tickets to see if proper technical solution has been provided by the Service Desk agents.Prepare documentation, procedures and Knowledge Base articles for team members so they are always up to date.Implement, own and perform the quality and reporting activities for the team.Respond to technical queries via ticketing tool, email, phone and chat. Diagnose and resolve technical hardware and software issues. Research questions using available information resources. Advise user on appropriate action and follow standard Service Desk procedures.Log all help desk interactions and administer help desk software.Redirect problems to correct resource.Identify and escalate situations requiring urgent attention.

Provide quality technical customer service for german market ( Germany, Austria , Switzerland). Execute data transactions with regards to Apple Products. Contribute to identifying various concerns on processes etc. Communicate clearly and effectively with participants. Adhering to defined performance level parameters ( productivity , quality etc).Educate customers on support options, and the steps being taken to resolve their issue, including online tutorials, in- store programs and help applications built into the programs.