Service Desk

2ヶ月前


Osaka, Osaka Cognizant

Responsibilities

  • Manage all activities in the Delivery center
  • Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and make sure they are aligned
  • Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)
  • Ensures process changes are implemented
  • Implement performance reporting for all the SLAs and KPIs and ensure adherence to the SLAs.
  • Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
  • Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
  • Reviews escalations and implements corrective and preventive actions on DC level
  • Initiates and manages against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
  • Supervises performance of the team and is responsible for their qualifications
  • Attend the monthly governance meeting, Team Leads meeting

Requirements

  • Experience: 6+ years in IT service desk management or similar leadership roles.
  • Education: Bachelor's degree in IT, Computer Science, or related field (preferred).
  • 4+ years in IT technical support/ managerial roles.
  • Experience managing international clients
  • Strong knowledge of SLA-driven technical support projects.

Skills

  • Proficiency with ticketing systems, remote support tools, and ITIL framework.
  • Strong communication skills for conveying technical details to non-technical users.
  • Proven leadership experience in managing large teams, focusing on customer satisfaction.
  • Ability to manage multiple tasks in a high-paced environment.
  • Leadership qualities to coach, mentor, and motivate the team.
  • Flexibility to work in rotational shifts.
  • Certifications (preferred): ITIL Foundation, CompTIA A+, HDI certifications
  • Bilingual capability: Fluency in both English and Japanese (N1/N2 Level)

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