Service Desk Manager

2 weeks ago

Johannesburg, South Africa ALTRON Document Solution Full time

**JOB PURPOSE**

To assume responsibility for the effective Management of Managed Print Services (MPS) Service Desk which is associated with Request Fulfilment, Incident Management, Vendor Management, First Line Support and Problem Management that currently consist of a total of 12 employees

**KEY RESPONSIBILITIES**:
**Customer**
- Ensure that the basic functions within the MPS Service Desk environment are performed effectively and efficiently
- To ensure that customer service is provided to all customers by managing the high-volume Service Desk, and the team responding to voice and other electronic means of contact.
- To act as the single point of contact and to provide relevant feedback to all stakeholders regarding all escalations directed to MPS Service Desk
- Investigate and provide root cause findings based on escalations in a timely and appropriate fashion
- Manage the agents logging of Consumable Orders and Service Calls via the Xerox Services Manager system (XSM)
- Assist in obtaining required system information in meeting operational management needs
- Manage the proactive consumable monitoring and supplies replenishment
- Manage the proactive break/fix monitoring and incident management
- Managing the MPS Client Call Centre mailbox regarding customer requests; enquiries & escalations
- Monitoring of the effectiveness of all MPS Client Contact Centre related systems and making recommendations for improvements, attend and conduct regular planned and ad-hoc internal reviews in order to discuss, resolve and/or escalate queries or problems, thereby providing customers with a high level of service satisfaction.
- To provide customers with the required expectations and service delivery requirements ensuring maximum benefit is gained for potential and existing customers.
- Customer presentations based on our service offerings and tender requirements

**Finance**
- To monitor SLA achievement against the required SLA targets ensuring that controlled, prompt and effective actions are implemented to satisfy customer requirements
- Ensure and monitor that agents are placing orders with correct part numbers to minimise business financial loss
- Drive and encourage agents to identify First Line Technical Support resolvable calls related to Break-fix incidents
- Enhancement of detailed and clear call description to assist Service Agents with trouble shooting of remote resolvable incidents to minimize costs
- Monitor and manage agents by ensuring that meter reads capturing is accurate to guarantee correct billing

**Human Capital**
- Ensure that employees have clear and understood work/role descriptions, targets and goals to perform their functions
- Ensure that employees have the right resources, skills, tools, equipment, and information to successfully execute on their responsibilities
- Motivate the team to maximise performance and high performance culture.
- Manage leave provision with minimum impact to business
- Maintain effective staff utilization levels
- Develop and maintain a culture of urgency among all members of staff by cultivating efficient working techniques and minimising slack time
- Drive a culture aligned with Altron’s strategy with regards to purpose; vision; values and goal
- Recruit, manage and motivate staff to ensure continuous improvement of employee satisfaction and morale
- Management of monthly performance measurements and targets. Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
- Update, add and maintain staff movements on Workday system

**Internal Processes**
- Design, review and implement service focused processes and procedures
- Align with the company strategy and ensure all targets and deliverables are met
- To ensure adherence to processes and procedures and provide motivation to achieve set targets by ensuring that the teams adherence to process
- Drive, develop, manage and maintain the end-to-end MPS and associated procedures. This includes maintaining Standard Operation Processes (SOP’s) and Standard Operation Instructions (SOI’s), documented onboarding, training and induction material
- Proactively notify relevant stakeholders involved within the end-to-end MPS process when standards and procedures are not adhered to, with solutions and mitigation
- Define the roles and responsibilities of the infrastructure staff and plan their recruitment, training and development
- To implement effective solutions and corrective preventative action by conducting detailed investigations based on the root cause related to process failures. Assist in obtaining required system information in meeting operational management needs.

COMMUNICATIONS & WORKING RELATIONSHIPS:
**Internal**:

- Command Centre
- Credit Control
- Contract Control
- Service Delivery Management
- Technical Service Management

**Reasons for Interaction**:

- To fulfil Key & Core Responsibilities

**External**:

- Customer End Users

**Reasons for

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