Service Desk Administrator
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Office
Location: Noida • India
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About the role
- Responsible for overseeing the day-to-day operations of the service desk.
- Ensure efficient handling of support requests and adherence to SLAs.
- Lead L1 and L1.5 support agents, Incident & Knowledge Managers, and other analysts to deliver smooth and effective service.
- Track KPIs, ticket queues, response times, and user satisfaction to identify improvement areas.
- Implement strategies, policies, and procedures to enhance service delivery and meet contractual obligations.
- Ensure timely resolution of technical issues and manage escalations effectively.
- Manage resources, tools, and budgets to maintain cost-effective operations.
- Provide updates on service performance and aligning IT support with business objectives.
Requirements
- Oversee daily service desk operations, managing L1 and L1.5 support agents, Incident & Knowledge Managers, and other analysts to ensure smooth service delivery.
- Monitor team performance and KPIs, including ticket queues, response times, and user satisfaction, to identify and implement improvements.
- Drive service improvement initiatives, updating policies and procedures to meet or exceed SLAs and contractual obligations.
- Manage issue resolution and escalations, ensuring timely and effective handling of technical support requests.
- Handle resource and budget management, optimizing tools and staffing for cost-effective operations.
- Communicate with stakeholders, providing regular updates on service performance and aligning IT support with business objectives.
- Ensure compliance and risk management, adhering to industry standards and mitigating operational risks.
- Lead and mentor the team, fostering a culture of accountability, efficiency, and continuous improvement.
Benefits
- Rated highly for work-life balance, especially depending on the team and project.
- Access to world-class training platforms, certifications, and mentorship to grow your skills.
- Regular team-building activities, cultural events, and recognition programs that keep the workplace lively.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service desk operationsL1 supportL1.5 supportincident managementknowledge managementKPI trackingticket managementtechnical issue resolutionbudget managementresource management
Soft skills
leadershipcommunicationteam managementproblem-solvingmentoringaccountabilityefficiencycontinuous improvementstakeholder engagementstrategic thinking