Looking for a service desk manager based out of Chennai for a global IT service provider

5+ years of experience with excellent communication

Major Incident Management

Service Management, Service Request

Collaborate on policies and standard operating procedures with IT Managers

Analyse the performance of Service Desk activities to identify any problem areas

Appraise Service Desk Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring

Manage and coordinate the escalation urgent and complicated support issues to the correct IT teams

Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity

Provide first call support for user or site issues to include Applications Desktop, Wide Area Network, Local Area Network and Telephony functions

Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems

Maintain alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects

Understanding of the scope of Service Desk, including relationship of services to each other, to projects, to services and offerings of other business units (GBS/consulting, vertical solutions), and elemental technologies/products