Job Description

Key Responsibilities:

Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers Manage and promote development of Service Desk team members Ensure Service Desk operations meet the agreed SLAs and KPIs Implement Service Desk processes and continuous improvement initiatives Monitor customer satisfaction and implement improvement actions Coordinate with other service teams for seamless issue resolution Maintain Service Desk knowledge base and self-service capabilities Analyze Service Desk metrics and trends for operational insights Support major incident management and communication activities Implement tools and technologies to improve Service Desk efficiency * Ensure Service Desk alignment with the overall service delivery strategy