1. background and certifications:
2. + years of experience leading service desk operations
3. certification of itil v foundations
4. hdi or sdi manager certification desirable
5. required skills:
6. advanced knowledge in windows front-end environment (win, mac)
7. advanced knowledge with ticketing system tool (, service now, bmc, etc.)
8. advanced knowledge with itil framework (im, sr, and pm)
9. good k
10. strong knowledge with pc hardware structure devices
11. strong follow-up skills (deliveries, calls back, escalation, rca, etc.)
12. high capacity to analyze and synthesize
13. advanced knowledge in service desk best practices and methodologies.
14. outstanding communication and interpersonal skills
15. english fluent, portuguese
16. outstanding understanding in service desk sla and kpi's
17. activities to perform:
18. develop objectives for the day-to-day activities
19. conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
20. collect and analyze service desk statistics (sla trends, operational costs, ticket/contact pareto sales rates.)
21. attend and resolve project escalations
22. implement process improvements projects to impact operational and financial effectiveness.
23. validate all project activities are aligned to the sow.
24. interview and hire new team members.
25. evaluate team's performance with key metrics (fcr, flr, aht, asa, ticket response/resolution times, backlog, etc.)
26. responsible for developing and implementing service desk operational best practices
27. responsible for developing new automation processes.
28. responsible for having all project documentation according to business guidelines.
29. develop career plans to support agents.
30. responsible for the mobility/growth of the team.
31. hire, coach, and provide training to personnel to maintain high customer service standards
32. develop team member agent's profiles.
33. responsible for new scope or project transition and stabilization.
34. inform operational results to senior management through executive reports.
netsource inc. is an award-winning total workforce solutions company recognized by staffing industry analysts for our accelerated growth of % in the last years with over + employees globally, with over + locations in the us and global operations in countries. We believe in providing staffing solutions to address the current talent gap – right talent – right time – right place – right price and acting as a career coach to our consultants.
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why work with us - at netsource, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take necessary steps to make your mark. We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management, and beyond.