Senior Service Desk Analyst

MISSION / SERVICE PURPOSE

This service is responsible for the ensurance of the services of Unified Service Desk provided to clients and internal stakeholders in meeting the agreed-upon standards of quality, efficiency, and satisfaction. This service is responsible for the end-to-end delivery of services, interface between clients / account management team and various teams, and fulfillment of service levels and contractual obligations. Continuous improvement of service processes, prompt issues resolution, and enhancement of overall customer experience to foster long-term trust and value.

Service Requirements

• Expertise in service management frameworks such as ITIL is an added advantage
• Metrics analysis and generating of reports to improve service delivery
• Expertise in incident, problem, and change management processes
• Expertise in conflict or escalation resolution that impacts daily deliverables
• Management of Unified Service Desk that comprises Service Desk, Onsite Support and Service Request Fulfilment
• Coordination of Unified Service Desk delivery activities across supported countries
• Drive continuous improvement initiatives
• Management of incident and service request resolution processes within the scope
• Ensurance of compliance with organizational policies and standards
• Monitoring and management of service performance of the team against SLAs and KPIs
• Interface between client / account management teams enquiry for tasks supported
• Handling of client / account management team communications and escalations
• Preparation and presentation of service performance report
• Management of resources, including staffing and vendor relationships
• Management of risks and ensurance of service continuity
• Maintenance of processes, procedures, and service levels documentation
• Participation to strategic planning for service growth and enhancement

CRITERIA / Qualifications