IT Support Manager - Saint Petersburg
Только для зарегистрированных пользователей Saint Petersburg, Россия
1 месяц назад
Job summary
The IT Support Manager is responsible for overseeing and improving the continued operations of the World Class PDI Help Desk team known as ATLAS (All Things Logistics And Support).
Responsibilities
- Ensure SLAs as defined by management are met within all Ticket Queues in JSM
- Ensure proper handling and routing of phone calls received by the PDI Help Desk
- Ensure walks ups to ATLAS receive +1 service in a timely fashion
- Conduct one on one touchbases with direct reports on a regular basis
- Identify any reoccurring tasks not yet captured within the JSM and update the PM Confluence Documentation and Jira automation for tracking purposes
- Identify, create and/or update any gaps in Confluence knowledge base in regards to ticket resolution
- Maintain appropriate canned responses for ticket resolution
- Provide data on ticket numbers and details as requested by management
- Communicate any issues/concerns/suggestions to improve any of the areas of responsibilities listed above to the Director of IT Experience
- Other Duties as Assigned
Описание работы
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