Job Description:
Monitor and assist service desk team members with incident resolution.
Define Critical Success Factors, Process Metrics and KPIs and analyze information to make recommendations for process improvement.
Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.
Coordinate and manage the work of employees by directing members of the team to meet the area’s goals. Audit regularly to ensure standard operating procedures are being adhered to.
Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring and administering performance reviews. May recommend, plan and/or implement employee training and skill development activities.
Audit, maintain and ensure employee time-keeping and absentee records are accurate.
Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.
Manage resources to optimize equipment, facilities, employees, methods and materials.
Collaborate with process owners and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
Continuously work to improve service and efficiency through the use and assessment of better tools and processes
Seek to improve the team’s productivity by assessing existing processes and developing new processes and procedures in conjunction with industry best practices.
Review and approve knowledge base articles authored by the team to Improve future resolution of incidents.
Responsible for key processes such as Incident Management, Reporting, On-call and ITSM platform development and enhancement
Responsible for key process Management vision, strategy, design, implementation, and associated data maintenance processes. This includes discovery and service mapping strategies and processes.
Ensure key process strategic alignment and process health in order to support Ashley’s business and IT goals.
Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs around key processes.
Embrace change, communicate effectively, and handle other essential tasks assigned
Research and propose process, policy or technology recommendations to align with developed vision, road map, maturity model and strategy.
Assist users in the resolution of problems related to systems operations; provide problem information to necessary IT department for root cause analysis and problem resolution.
Cordially and professionally interact with customers, vendors, superiors, peers and others to resolve ticket escalations for incidents.
Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
6 years’ experience providing technical support in a corporate environment, Required
2-3 years process ownership in Incident, Major incident, on-call and reporting
Experience supporting PCs running Windows and Mac OS
Description The IT Architect Specialist focuses upon defining, designing, maintaining and evolving the development and implementation of architecture solutions to...
Apply For This JobNTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want...
Apply For This JobPosition: Ads Manager – Google/Facebook/Instagram/Pinterest/Twitter/Snapchat Location: GemsNY IT Solutions, C-Scheme, Jaipur Experience: 7-15 Years Salary: As Per Industry Standards Job...
Apply For This JobWe are looking for a Business Development Manager to help us grow our IT services business globally. The person should...
Apply For This JobDescription & Qualifications Description Job description In your role as Internal Auditor, you will have the opportunity to be a...
Apply For This JobJob Description: Provide support on call, on email and on whatsapp.Respond and resolve queries/issues related to mobility appMonitor the Incident...
Apply For This Job