Hello,
Thank you for applying role of *SERVICE DESK MANAGER*. Please find the job description again & sand me the details ASAP: And Updated Profile. Since it’s a urgent role also confirm once you get the offer after an interview within 48-72 hrs , you will join this project. *Requirement ID* *Format* *Candidate Details:* Full Name (as per passport):- Contact Number:- Email ID:- Total Work Experience:- US Working Experience:- Current Location:- Willing to Relocate (Yes/No):- Visa Status and Validity:- Skype ID:- Availability:- Best Time for Evaluation:- Hourly rate on c2c/1099/w2:- Last 4 Digit Of SSN:- Date of Birth:- Year of passing Bachelor’s Degree/ Masters:- *JOB POSITION:- SERVICE DESK MANAGER* Location: Denver, CO / Atlanta, GA Duration:- Full Time *============================= * *JOB DESCRIPTIONS:-* *Responsibilities:* · Manage a team of Service Desk Technicians ensuring the desk is staffed properly to assist end IT users, establishing schedules, Capacity planning, setting priorities, providing support/direction and dealing with administrative issues as needed. · Assist in communicating all scheduled and unscheduled outages. · Coordinate with Level 2 and Level 3 support teams on incident and service request escalations. · Provide guidance and feedback to help others strengthen knowledge and skill areas needed to accomplish specific tasks or handle situations. · Set goals and clear expectations for each individual and maintain a relationship of ongoing feedback. · Lead the development of policies, procedures, or best practices and ensure they are implemented, communicated, followed, and maintained · Participate/lead project efforts. Communicate status with Support Services Director and with Leadership team. · Validate and enforce Service Desk SLAs. · Develop and implement metrics and associated reporting. · Build and maintain Knowledge repository. · Maintain a high level of employee morale within the Service Desk *Requirements:* · Bachelor's degree in Computer Science/MIS related area from four-year College or university, or equivalent combination of education and experience · 10 years of IT experience with 5 years managing a Help Desk and/or Service Desk Technicians providing support to a large Global firm. · Excellent written and communication skills. · Proven track record of successful staff development, leadership and team management. · Experience defining, implementing and reporting on SLA’s · Proven experience implementing key support metrics that provide adequate information to Sr. Management. · Experience utilizing an incident and request management software and associated processes · Prior experience building/expanding a Service Desk Globally highly desired · Prior experience developing and implementing support plans for custom software and third party applications highly desired · Prior experience working with ITIL framework highly desired · Prior experience working on IT Service Desk preferred · Prior experience in Project Management / New business Transition preferred · PMP (Preferred) =============================================== *JOB POSITION:- SERVICE DESK MANAGER* Location: Denver, CO / Atlanta, GA Duration:- Full Time *============================= * *JOB DESCRIPTIONS:-* *RESPONSIBILITIES:* · Provide a consolidated point of contact for providing Tier 1 technical support to the end users · Provide 1st level technical support for all IT related issues · Respond to trouble tickets via phone and email in a timely manner · Determine the scope of the trouble ticket and the responsible department · Research and resolve technical trouble tickets · Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal · Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures · Establish and maintain a professional relationship with customers, team members and department contacts · Cooperate with team members to provide the best customer experience possible · Provide quality customer service that exceeds customer expectations · Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided *REQUIREMENTS:* · Associate’s degree in Information Technology or equivalent related work experience · Minimum (2) plus years’ experience in a technical support role · Ability to troubleshoot Laptop / Desktop / Peripherals etc. · Ability to troubleshoot using Remote desktop tools · Excellent customer service and communication skills · Ability to work under pressure and at a fast pace · Flexible to support voice, email and chat support · Willingness to work in a rotational shift 24*7*365 · MCP (Preferred) · HDI Certified (Preferred) · A+ (Preferred) ======================================= *In case you are not looking for the change at this point of time please refer your colleagues, Friends etc.* *Regards* *Deepak* *United Software Group Inc.* 565 Metro Place S. Suite # 110 Dublin, OH 43017 Phone: 614-588-8591 dee...@usgrpinc.com Gtalk:deep.cit71 YIM:deepak_cit22 <deepak_ci...@yahoo.com> <https://www.linkedin.com/profile/view?id=195002507> https://www.linkedin.com/profile/view?id=195002507 Fax: 1-866-764-1148 http://www.usgrpinc.com/ -- You received this message because you are subscribed to the Google Groups "Open Source Erp & Crm" group. To unsubscribe from this group and stop receiving emails from it, send an email to open-source-erp-crm+unsubscr...@googlegroups.com. To post to this group, send email to open-source-erp-crm@googlegroups.com. Visit this group at http://groups.google.com/group/open-source-erp-crm. For more options, visit https://groups.google.com/d/optout.
