Job Description

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Managing IT Service Desk Management windows support Operations management Resource Planning Career planning Performance Management Team SLA KRA KPI Training Regularly formulate and execute internal and external governance

Key Responsibilities:

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Main objective of the role will be to supervise the day to day delivery and performance of the team Microsoft Ecosystem Develop expertise in Microsoft products including Windows Office Microsoft365 Windows on Surface devices and more o Updates and Patches Stay informed about product updates patches and known issues o Self Service Guidance Guide customers on using self help resources and online documentation Issue Resolution o Tiered Support Escalate complex issues to higher tiers when necessary o Remote Assistance Provide remote troubleshooting assistance using tools like Microsoft Remote Desktop o Case Management Document interactions solutions and follow up actions in the support system Customer Satisfaction o First Contact Resolution Strive for first contact resolution whenever possible o Professionalism Maintain a positive and professional demeanour even during challenging interactions o Customer Feedback Collect feedback and identify areas for improvement Collaboration o Cross Functional Teams Collaborate with other teams engineering product management to address recurring issues o Knowledge Sharing Contribute to internal knowledge bases and share best practices Quality Assurance o Adherence to Policies Follow Microsoft s support policies and guidelines * o Quality Metrics Meet performance metrics related to response time resolution time and customer satisfaction