Helpdesk Support Manager
Current• Manage Helpdesk Support function: Manage 1st line support resource availability on both telephone & helpdesk system • Manage timeous support request resolution within SLA with appropriate escalations where needed • Maintain reporting of support function (Customer SLA reports, management reports, ad-hoc reports)• Maintain documentation of 1st line support processes & systems• Manage customer relationships & expectations • Advanced level troubleshooting • Line manager… Show more • Manage Helpdesk Support function: Manage 1st line support resource availability on both telephone & helpdesk system • Manage timeous support request resolution within SLA with appropriate escalations where needed • Maintain reporting of support function (Customer SLA reports, management reports, ad-hoc reports)• Maintain documentation of 1st line support processes & systems• Manage customer relationships & expectations • Advanced level troubleshooting • Line manager for 1st line support team members : Approve leave request, Monthly performance evaluation on 1st line team member, 1st line team member training and development• Identify and organise team training. • Onsite team coordinator. Show less
