Service Desk Lead

DUTIES AND RESPONSIBILITIES:   

• Ensures deployment of people to handle efficiently and effectively the 24x7 technical support operation of the WiFi Services Support team 

• Provides technical product support to present and potential customers. This involves managing and directing the team that is answering and handling customer inquiries and concerns, primarily over the telephone, e-mail, or directly via the customer case management system. Provides records, and follows-up responses within the Service Level Agreements (SLAs).  Knows and achieves these SLAs.

• Duplicates customer issues, and if possible, solves them.  Follows up on customer inquiries and issues, referring and elevating them to appropriate internal departments/next support tier and provides full descriptions of issues.  Recommends the dispatch of field support personnel for onsite support/resolution of issues.

• Documents every interaction into the database of customer case management system during case resolution.  Regularly reviews and conducts data analytics to drive necessary actions and service improvement plans.

• Actively participates in quality assessment of databases and in the ease-of-use of software interfaces and documentation.  This can include testing of new databases and application software before it is released to customers.  Scrutinizes manuals, quick reference guides, and help systems for electronic products, providing input into technical information in terms that users can understand.  Develops technical and knowledge databases for quick references when handling customers’ requests and incidents.

• Proposes technical support policy, represents the department when dealing with other divisions.  Responsible for coordination with project and product management and regularly reports on these activities

• Takes responsibility for identifying team member’s training and development on an on-going basis.

• Holds formal meetings and ad hoc staff discussions, monitoring workflow.

• Require availability for 24x7 on-call duty.

• Other job-related activities that may be assigned from time to time.