Job description
Address and deliver requested services and assist with general information or customer complaints within defined timelines;
Manage Service request escalations;
Manage and track all capacity and performance-related issues relating to provisioned services so as to meet the agreed business demands;
Manage solution provider’s and ensure agreed SLA’s are adhered to;
Provide performance reports and identify gaps aimed at improving services;
Documentation of Service Desk & Request Fulfillment Management processes to drive the Service Operations function for addressing service requests;
Manage staff performance in the team.
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