As a Service Desk Manager I have lead a team responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology. I work on implementing and enforcing policies and processes to ensure maximum uptime of all users to achieve the highest service levels.Role Responsibilities• I oversee service delivery of a team of over 30 agents• Lead and manage the people and the service delivery of high-quality services that meet and exceed our contracted commitments, as timelines, SLAs and quality targets;• Implement the appropriate operational processes to underpin effective delivery of Service Desk;• Work closely and effectively with internal project delivery units (in the region, offshore) to achieve a high level of Customer Satisfaction• Take direct responsibility for the delivery of specific targets where required.• Act as a point of escalation manager on site for issues and risks arising.• leads the team with purpose and dedication and guide the people to grow and develop inside the company in terms of knowledge and professional skills;• I coordinate with the colleague Managers from other regions, applying the best solutions for the account;• coordinate with Managers, Technical Leads/ Supervisors in the delivery of mentorship and training sessions for the existing pool of employees.• Supervise the SLA achievement and active manage the queue lines.

Deliver first-class Service to OracleKey Responsibilities:Handling Hospitality customers;Provide software and systems technical support for Oracle Hospitality products: OPERA V5, OPERA Cloud & adjacent products;Log, triage and troubleshoot global product and system specific requests in accordance to companySLAS;Provide guidance and resolution for a wide range of technical and non-technical customer requests including: product configuration and compatibility, analyze software and hardware faults, license reconciliation, entitlements, product availability, etc;Log and triage Service Requests in accordance to customer policies and Service levels;Meet and aim to exceed monthly individual and company targets set by Management;Manage escalations in accordance with company procedures and service Levels;Troubleshoot, diagnose and resolve faults and collaborate with internal teams to drive resolution Communicate with customers regularly regarding case progress and updates;Follow up with third party suppliers regarding the progress of any open calls;Entry level SQL database handling;Preparing cases and pre-bugs for higher tier teams;

• Keeping tabs on the evolution of a team comprising more than 20agents• Coaching the agents on soft skills, internal procedure and KPIs andcreating follow-ups on the opportunities observed• Making sure that the team is reaching the KPIs at the client's request;revising and implementing the client's policies and informing the teamof the new updates and changes• Handling technical issues with the system of the client and making sureto report them internally• Handling administrative tasks and following the disciplinary processaccording to the internal policy• Offering coaching and training to the new hired agents• Communicate effectively and clearly the targets to the agents• Analyzing and offering feedback for the daily results and surveys of theteam• Creating a vision and a goal for the team, encouraging them to breaktheir limits, to do their best in order to perform at the highest level andalso obtain bonuses for their hard work• Fast problem solving and great work under pressure with new day today upcoming tasks and handling escalated customer support issues• Handling quality evaluations for the client of the agents contacthandling and providing feedback for them• Taking part in meetings and calibration sessions with the client• Handling reports using Microsoft Office Suite

Understanding the issue of the customer and providing the bestsolution availableWorking under pressure with simultaneous contactsCommunication skills improved in both directions, with thecustomers and with the other advisor as Support/MentoringAgentRepresenting the company’s interestsAlways up to date with all the known issues, product launches,trainingsSupport Agent helping colleagues with respecting the internalprocedure and handling the contacts the best way possible andhelping the Team Manager with few administrative tasks