Job Description and Requirements
Role Description:
The Service Desk Supervisor is responsible for leading the Service Desk Team, in order to provide optimum customer service using company supported computer applications and platforms on the Management Information System (MIS) and the Remedy Information Technology Service Management (ITSM) tool, ensuring individuals follow correct processes to: create; register; prioritise; and follow up on incidents; changes; service requests; problems; and access; following ITIL best practice.
Core Responsibilities and Duties
The Service Desk Supervisor shall be responsible for the processing and coordination of appropriate and timely responses to service incidents, including channelling requests for help to appropriate functions for resolution, monitoring activity, and keeping the client appraised of progress with regard to service restoration and aware of the escalation process in the event of resolution issues
Is available on-call 24/7 for incident management, reporting and escalation, two weeks on, two weeks off, and, on an ad hoc basis related to leave, sickness, and when operational activity dictates
Conversant with the company’s contract: OM&T;19-22 Scope of Services and Asset Registers
Ensures customer expectations are met or exceeded
Trains, coaches and mentors the Service Desk Team
Maintains an annual shift rotation and leave plan
Acts as point of contact for internal and external customers
Ensures standards and processes are followed to provide effective customer service
Responsible for ensuring staff are meeting monthly key performance indicators (KPI) against critical success factors
Creates, develops, maintains and records customer satisfaction surveys
Reviews processes: Incident, Change, Access and Problem management adopting a continual service improvement approach according to ITIL best practice
Attends Change Advisory Board (CAB) meetings when requested
Responsible for lifecycle management of events, incidents, changes and requests
Complies and embraces KBR SL’s: “Zero Harm” policy encouraging a safe and secure working environment
Is business compliant and promotes KBR’s policy within the team
https://www.akhtaboot.com/en/saudi-arabia/jobs/riyadh/133909-Service-Desk-Supervisor-at-KBR
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