Roshan Vakil

Having good experience and management skills

Coordinate with the service desk team members in their daily duties.

 Evaluate and assess service delivery performance and carry out survey on clients to weigh the level of service delivery in the company.

 Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference.

 Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness.

 Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace.

 Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.

 Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.

 Effectively manage, develop, and train the service desk team.

 Ensure all processes used by the service desk are thoroughly documented and consistently audited.

 Conducting and sharing results from service and operation performance reviews.

 Coordinating and managing all relevant stakeholders, including the support desk team,

customers, and other teams that are involved in service desk operations.

 Assist the SDM with any other duties and IT Projects.

 Ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLA.

 Management of the Service Desk Team ensuring resource allocation and attendance.

 Effectively achieve KPI’s and plan activities.

 Act as a point of hierarchical escalation.

 Coordinate on the activities that are assigned to resources, ensuring the availability of resource and capability (performance management / training & coaching) to meet KPIs and adherence to SLAs.

 Coordinate technical and hierarchical escalation to other technical teams / 3rd parties /

management.

 Assist with the development of new processes and enhancement of existing ones.

bachelor of science in Information technology