Key Duties & Responsibilities:

• Ensure compliance of the group Damstra values, policies, and procedures
• Manage calls, emails, and messages, and provide support and troubleshooting to client concerns, requests, and inquiries of varying complexities
• Ensure management of major incidents and escalations
• Coach and mentor other resources
• Gather and analyze information about the user’s issue and determine the best way to resolve their problem
• Contribute to Knowledge base articles
• Accurately log all Service Desk tickets using the defined ITSM tool
• Take ownership and responsibility of issues from start through successful resolution
• Triage the Support Desk queue by responding, resolving, and escalating issues to/with the appropriate resources, teams, or department
• Have a deep understanding of the Damstra Technology products and their clients
• Ensure compliance to agreed SLAs, KPIs, and metrics for the group assigned including its individual resources
• Manage and monitor performance and workload of resources
• Create and submit timely reports to manager
• Analyze and spot issues and risks within the group and deploy actions and plans whenever needed
• Check running performance for the day and implement a strategy to rectify misses
• Display clear and concise English communication skills both written and verbal
• Demonstrate critical thinking skills and sound decision making
• Spot recurring incidents and problems
• Perform document/requirement validation and verification based on qualifications in a timely manner
• Perform quality checks to calls, document/requirements, data, and conversations of fellow service desks
• Submit deliverables, documents, and reports as required
• Ensure quality of calls and data being managed by the team
• Ensure that documents are verified and validated in a timely manner
• Conduct training and mentoring sessions to support the quality performance of the group

Qualifications:

• At least 5 years in experience in operations support, technical support, or system support
• At least 1 year in supervisory position
• Experience in ITIL or any service management processes
• Excellent written and verbal communication skills
• Excellent organizational and time management skills
• Excellent leadership skills
• Knowledge and understanding of support metrics