Manage the ITSD team to provide customer support and advice on all IT issues Provide a single point of contact IT Service Desk team with ownership for incidents, problems and service requests from internal and external customers. Oversee shift activities including influx of tickets, emails, chat, etc., ensuring availability of SD to customers and team productivity, including SDA workforce planning Monitor system performance and faults to ensure the IT Service Desk team are meeting or exceeding customer SLA's Undertake incident trend analysis and identify methods of improvement. Aid in determining Priority when necessary, explaining to customer/client, and escalating internally (educate Operations for future) Manage pending or open incidents/service requests, including high severity incidents, for follow up or resolution based on set SLA Prioritize workload of IT Service Desk Analysts. Ensure that all customer communication is timely and appropriate and that updates are actioned in accordance with SLA's Conduct coaching and mentoring for SDA's and SDSL's to enhance: Customer service skills Accuracy and completeness of incident/service request documentation Responsiveness in incident/service request communication and resolution Adherence to established policies and procedures (e.g. SLA) Define and measure individual and team targets for the IT Service Desk Analysts to ensure performance meets/exceeds customer expectations. Define and produce reports (including Service Reports on Incidents/Changes/Problems) to required standard for use in both Customer/Client feedbacks on IT Services, volumes, performance (SLA) and for internal use on individual and team performance. Hold regular service review meetings with appropriate members of the user community and other IT departments. Act as a member of the IT Department escalation and crisis management team - requiring 24x7 availability on a rotational basis. Perform SDA duties when necessary Act as owner for Severity 1 incidents - coordinating escalation and notification to senior management, internal functional IT teams, transition to leader for incoming shift and aiding in coordination to ensure SLA targets Initiate Turnover procedures for Priority issues to incoming shift Aid in transition and assignment from Incident to Problem if necessary Monitor and support IT security policy adherence. Deliver continuous service improvements to maximize customer satisfaction Manage and maintain a Knowledge Base for IT Service delivery, ensuring that IT Service Desk Analysts work to and document procedures for incident, problem and change management services. Adapt with flexibility to any additional responsibilities set by the IT ServiceDesk Manager

Manila