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Service Desk Manager (Service Management and Development (Establish,…
Service Desk Manager
Service Management and Development
Establish, monitor and maintain consistent service levels
Ensure seamless integration of the service
Devise and implement effective solutions to service issues
initiate, lead, participate in and document service and incident reviews
Quality of Service
Maximise the use of technology to empower Service Desk
Define KPIs
formal and informal customer feedback
report on service performance data
compliance
Liaison and Communications
Engage with service users and their representatives
Build relationships with other service units in the University
Participate in on-campus and external partnerships and initiatives
Report service performance and development
General
Engage in University-wide planning and projects
Perform other duties as may be assigned by the Head of Operations, ISS
Staff Management and Development
Develop staff skills and competencies systematically
Conduct performance and competency reviews
Manage the performance of the service team collectively and individually
Instil the core customer service values and mission into the team
Day-to-day line management of the Service Desk team
Define and promulgate the required competencies