Ensuring all Incidents/Requests are met within the agreed service targets.
· Manage DLM Teams that provide imaging, Request and asset management services to client. · Review & reporting of any SLA failures including Breach Analysis
· Escalation point for priority/escalated tickets.
· Oversee DLM operations (Productivity, queue management, escalations, aged tickets, shift coverage, request validation, general quality, Asset Tagging and Inventory Management )
· Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
· Reporting and analyzing of operational data sets.
· Monitoring / performing inventory audits as per contractual requirement.
· Must be detail oriented and self-motivating
· Ability to write business cases and justification documents, Ability to manage multiple work streams
· Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients.
· To work through issues analytically to a successful conclusion
· Produce, track and own Service Improvement Plans and Enhancements
· Ability to communicate at different levels within the organization,
· Understanding of Financials, including cost control, project revenue/cost
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