Service Desk Supervisor
hace 4 meses
**Job Profile: Contact Center Supervisor - IT Service Desk**:
**Job Summary**: The Contact Center Supervisor - IT Service Desk is responsible for overseeing the daily operations of the IT service desk team. This role involves managing a team of IT support professionals to ensure timely and effective resolution of end-user issues, maintaining high levels of customer satisfaction, and optimizing service desk performance. The supervisor will also implement best practices, including ITIL (Information Technology Infrastructure Library) standards, and foster a collaborative and high-performing team environment.
**Key Responsibilities**:
- **Team Leadership and Management**:
- Supervise and mentor a team of IT service desk agents, providing guidance, support, and performance feedback.
- Strong 1on1 practices for coaching
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Conduct regular team meetings to review performance, discuss issues, and promote knowledge sharing.
- **Service Desk Operations**:
- Oversee the day-to-day operations of the IT service desk, ensuring adherence to SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
- Manage the ticketing system, ensuring all incidents, service requests, and problems are logged, categorized, and prioritized accurately.
- Escalate complex issues to higher-level support teams or management as needed.
- **Process Improvement**:
- Implement ITIL best practices to streamline service desk processes and enhance service delivery.
- Identify opportunities for process improvements and drive initiatives to increase efficiency and effectiveness.
- Develop and update service desk documentation, including standard operating procedures and knowledge base articles.
- **Customer Service Excellence**:
- Ensure the delivery of high-quality customer service, focusing on quick resolution and customer satisfaction.
- Handle escalated customer complaints and provide solutions in a professional and timely manner.
- Conduct regular surveys and feedback sessions to gauge customer satisfaction and identify areas for improvement.
- **Training and Development**:
- Provide ongoing training and development opportunities for the service desk team to enhance technical skills and customer service capabilities.
- Maintain up-to-date knowledge of IT service desk trends, tools, and technologies to keep the team current.
**Basic Requirements**:
- **Education**:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Equivalent work experience may be considered.
- **Experience**:
- Minimum of 3-5 years of experience in an IT service desk or help desk environment, with at least 1-2 years in a supervisory or team lead role.
- **Technical Skills**:
- Proficiency with ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
- Basic understanding of IT service management (ITSM) frameworks and practices.
- **Certifications**:
- ITIL Foundation Certification (required).
- Basic certifications in relevant IT fields, such as CompTIA A+ or Microsoft Certified: Fundamentals.
- **Soft Skills**:
- Excellent communication skills, both verbal and written.
- Strong problem-solving and decision-making abilities.
- High emotional intelligence with the ability to manage conflict and provide constructive feedback.
**Preferred Qualifications (Good to Have)**:
- **Advanced Certifications**:
- ITIL Intermediate or higher certifications (e.g., ITIL Managing Professional).
- Certifications in specific technologies or tools relevant to the service desk operations (e.g., Microsoft 365 Certified: Modern Desktop Administrator, Cisco CCNA).
- **Technical Expertise**:
- Familiarity with network and systems troubleshooting, cloud services, and endpoint management.
- Experience with automation tools for service desk operations, such as chatbots or RPA (Robotic Process Automation).
- **Additional Skills**:
- Knowledge of remote desktop and support tools (e.g., TeamViewer, AnyDesk).
- Experience with reporting and data analysis to monitor service desk performance.
- **Soft Skills**:
- Proven track record of driving customer service excellence.
- Strong leadership skills with the ability to inspire and motivate a team.
- Effective time management and multitasking abilities.
**Managerial Profile**:
- **Leadership and Influence**:
- Demonstrates strong leadership qualities, inspiring confidence and enthusiasm in the team.
- Capable of making strategic decisions that align with company goals and service desk objectives.
- **Team Development**:
- Focuses on developing team members' skills and careers, fostering a culture of continuous learning and improvement.
- Proactively identifies team strengths and areas for growth, providing coaching and support as needed.
- **Operational Efficiency**:
- Skilled in managing service desk workflows, identifying bottlenecks, and implementing process i
-
Service Desk Supervisor
hace 2 días
Barranquilla, Colombia CRG Solutions A tiempo completo**Job Summary**: The Contact Center Supervisor - IT Service Desk is responsible for overseeing the daily operations of the IT service desk team. This role involves managing a team of IT support professionals to ensure timely and effective resolution of end-user issues, maintaining high levels of customer satisfaction, and optimizing service desk performance....
-
Service Desk Supervisor
hace 7 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Service Desk Supervisor’s responsibility is to oversee the Service Desk resources and ensure that end users are receiving the appropriate assistance. The Service Desk Supervisor will ensure the optimum operation of the Service Desk and Service Desk agents, including scheduling, performance reviews, monitoring of performance and reporting...
-
Service Desk Team Lead
hace 1 mes
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Service Desk Team Lead is a pivotal role responsible for providing leadership, coaching, and supervision to our Service Desk Analysts. We seek a highly motivated individual to ensure the team's high-quality service delivery, manage performance, handle critical incidents, and contribute to continuous improvement within the service...
-
Service Desk Team Lead
hace 6 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: **Job Objective**: The Service Desk Lead (SDLEAD) main role is to coach, train, and supervise a team of Service Desk Analysts. The SDLEAD will provide the team with leadership and constant coaching to ensure best practices within the team, team development, and the expectations and goals achievement. The SDLEAD should handle critical customer...
-
Service Desk Team Lead
hace 3 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Service Desk Team Lead will provide professional business and information technology services, both individually and as part of a project team, with a focus on supporting Auxis managed services and infrastructure services clients to ensure high levels of customer satisfaction and productivity. The SDTL should handle critical customers...
-
Service Desk Analyst
hace 6 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a junior position, the analyst will develop skills working with a single account, until acquiring the required knowledge to work on more accounts. **Responsibilities**: - Perform...
-
Jr. Service Desk Analyst
hace 7 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a junior position, the analyst will develop skills working with a single account, until acquiring the required knowledge to work on more accounts. **Responsibilities**: - Perform...
-
Service Desk Analyst
hace 2 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Senior Service Desk Analyst serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls,...
-
Service Desk Analyst
hace 4 meses
Barranquilla, Colombia HUBTEK A tiempo completoMonitoring bots' automation to ensure that the bot runs as expected in the agreed schedule. - Monitoring the transactional table to verify that the bot is processing its task and updating its transactional table in the database. - Communicate and inform customers when an issue is identified during the monitoring and the bot should be stopped to fix it. -...
-
Service Desk Analyst
hace 7 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge. **Responsibilities**: - **Responsibilities of the...
-
Service Desk Expert
hace 2 meses
Barranquilla, Atlántico, Colombia Auxis A tiempo completoJob Summary:The Service Desk SME plays a pivotal role in Auxis, overseeing the administration of access roles and policies, managing Privileged Access Management accounts, and handling high-complexity incidents and requests. This position requires a comprehensive understanding of current procedures and strong investigational skills.Responsibilities:Manage...
-
Jr Service Desk Analyst
hace 7 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Jr Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a junior position, the analyst will develop skills working with a single account, until acquiring the required knowledge to work on more accounts. **Responsibilities**: - Perform...
-
Service Desk Support Specialist
hace 1 mes
Barranquilla, Atlántico, Colombia Auxis A tiempo completoJob Title: Service Desk Support SpecialistWe are seeking a highly skilled Service Desk Support Specialist to join our team at Auxis.About the Role:The successful candidate will provide exceptional customer service, ensuring timely and effective resolution of IT-related issues for our clients. This role requires strong analytical and problem-solving skills,...
-
Service Desk Analyst
hace 2 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: **Responsibilities**: - Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly. - Serve as the initial point of contact for customers and provide solutions to their issues. - Escalate unresolved queries to the next level of support as needed. - Guide customers through troubleshooting...
-
Help Desk Agent
hace 4 semanas
Barranquilla, Colombia CRG Solutions A tiempo completo**Help Desk Agent Job Description** **Job Objective**: Provide technical support and assistance to end-users, acting as the first point of contact for IT-related queries and issues. This role is crucial in ensuring the proper functioning of computer systems, software, hardware, and network infrastructure by delivering efficient solutions and high-quality...
-
Service Desk L1
hace 6 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: **Responsibilities**: - Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly. - Serve as the initial point of contact for customers and provide solutions to their issues. - Escalate unresolved queries to the next level of support as needed. - Guide customers through troubleshooting...
-
Service Desk Analyst
hace 2 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: **Responsibilities**: - Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly. - Serve as the initial point of contact for customers and provide solutions to their issues. - Escalate unresolved queries to the next level of support as needed. - Guide customers through troubleshooting...
-
Service Desk Analyst
hace 4 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: **Responsibilities**: - Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly. - Serve as the initial point of contact for customers and provide solutions to their issues. - Escalate unresolved queries to the next level of support as needed. - Guide customers through troubleshooting...
-
Service Desk Analyst Level 1
hace 6 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge. **Responsibilities**: - Perform Incident and...
-
Customer Service Supervisor
hace 7 meses
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Supervisor will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The person will provide support, direction, monitoring, and coaching to the assigned team in...
