Job Summary : Management of Service Desk Team of Level 1 and 2 associates that handles the following but not limited to Incident and Service request management knowledge management Participation in change management SLA and KPI management Continuous Improvement and Innovation
Experience : 2 - 5 years
Required Skills : Technical Skills: Networking Incident Management Service Desk Service Now Windows Domain Skills:In-Store Vendor Management
Nice to have skills : Domain Skills:
Technology : Service Desk
Shift : Day
Responsibilities : Job Summary Management of Service Desk Team of Level 1 and 2 associates that handles the following but not limited to Incident and Service request management knowledge management Participation in change management SLA and KPI management Continuous Improvement and Innovation Responsibilities perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs Adherence to customer security and compliance requirements Implementation of approved change requests in line with customer change management process Responsible for incident life cycle following ITIL and BIC frame work as applicable Adherence to customer communication etiquette Ensure stated productivity requirements are met for the engagement Project Process Review CSAT feedback and ensure timely implementation of corrective actions Participate in Critsit process to resolve the incident in a timely manner Log and triage incidents Coordinate with resolver groups vendors carriers Troubleshoot the escalated incident problem and refer escalate functional and hierarchical to the right groups Vendors and Level 3 Provide inputs to FAQ database KR contribute towards updating knowledge articles Contribution to continuous service improvement plans CSI Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners Effective floor Management TeamPeople Continually assess skill level and provide intervention assistance Contribute to and participate proactively in knowledge sharing sessions Encourage team individuals to participate in organization innovation programs Act as a buddy for new hires Makes recommendations on R and R for team and individual achievement Makes recommendations to team lead on teams performance rating Organization Ensure team contributes and participates in all organizational technology events and knowledge sharing forums Adherence to Organizational policies and processes including Cognizants security policies LP timelines etc
Job Location : Primary Location :PHNCQUEA01(ITPHL Quezon City NC-Ugong Norte-COG) Alternate Location :NA NA Alternate Location 1 :NA NA
