Service Desk Supervisor

SUMMARY:
Service Desk Supervisor

POSITION INFO:

• Ensure incidents and requests are attended to within agreed Service Level Agreements and Operational Level Agreements (SLA/OLA) by either resolving or implementing a workaround to avoid major impact to business.
• Ensuring that High Impact incidents are communicated effectively within the organization and to customers.
• Attend monthly SLA/SLM meetings with clients and project managers.
• Co-ordinate client requirements with lines of business. 
• Conduct awareness sessions/workshop on the roles and responsibilities of Escalation and Incident Management.
• Training customers and new personnel on the Incident Management process - Conduct regional Service Improvement meetings with Managers via teleconference - Compile monthly reports for Escalation and Incident management department.
• Attend to all queries escalated by the agents from irate customers or other lines of business
• Compile Incident Reports for high impact incidents and making informed decisions based on information gathered from other departments or third parties.
• Gathering reports from ARS system to monitor call handling for agents.
• Compiling reports of high impact incidents handled for Management Production Report.
• Chairing the weekly Production Meeting with other process owners (Problem Management, Configuration Management and Change & Release Management) for high impact incidents
• Do trend analysis of high impact incidents and raise RCAs (root cause analysis) with the relevant lines of business.
• Compile and submit daily, weekly and monthly reports on department performance statistics to management.
• Compile documents for work instructions, policies and procedures for the department as per Document Configuration standards.