Service Desk Supervisor

Job Description

Identify/ articulate a clear problem statement of production issues for resolver groups to act/ respond with appropriate priority. Participate in regular discussion forums (scheduled / unscheduled calls) with local & onshore resolver groups to garner appropriate attention on open incidents/ requests. Participate in Technical & Management bridges as required. Maintain a healthy dialogue with various resolver groups viz. local & onshore infrastructure teams for driving through effective resolution with minimum transactions. Establish & maintain a close working rapport with stakeholders from business operations and thus, be naturally approachable to them for issues requiring attention. Act as a reliable point of contact for the Service Desk team for issue escalations & non-standard service requests. Publish regular communication on incidents to all stakeholders through applicable channels; conduct quality checks on the same. Ensure adherence of response/ resolution timelines per SLA. Follow-through & monitor ticket flows for critical & ageing issues. Conduct quality checks on closed tickets, drive FCR & RCR. Ensure due escalation to relevant stakeholders, across local IT/ onshore IT/ local business, as applicable. Own from start-to-finish all routine activities viz. Antivirus updates, (inform/ seek permission from the Asset Mgmt Team), upkeep of common devices like printers & other IT accessories. Timely review of work orders, seek approval from stake holders & appropriately publish schedule to the business