Service Desk Manager – SDM221

Job Information

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    Category IT Jobs
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    Posted On Jun 21 ,2022
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    Qualifications Bachelor's Degree
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    Employer Name Converge Global Concept Technologies Limited
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    Contact Email

Job Description


  1. Oversee and drive the immediate resolution of all incidents and problems.
  2. Serve as the point of contact for all customer requests and incidents.
  3. Interact with clients closely to better understand their problems and offer solutions.
  4. Conduct a customer satisfaction survey on a regular basis, analyze the results, and ensure that all customer complaints are addressed.
  5. Align Service Desk activities with industry standard or framework such as ITIL.
  6. Ensure Service Legal Agreements (SLAs) are consistent.
  7. Present periodic reports to the management on Service Desk performance.
  8. Manage all social media handles.
  9. Act as liaison person between client and other departments within the organization.
  10. Coordinating with IT Engineers to provide technical support to end users.
  11. Ensure IT support staff are performing their duties efficiently and effectively.
  12. Steer and manage all OEM engagements; meetings, events.
  13. Maintain OEM pipeline with current leads and share this pipeline with OEM contacts on a monthly basis.