Horizon Service Desk Supervisor Job in Kenya

Key Responsibilities

·       This function Includes Service Desk Function & Incident Management process.

·       Managing and supervising Service Desk analysts

·       Proposing and agreeing on scope of Service Desk function and Incident management process

·       Updating of Incident management procedure documents, including procedures for major incident handling.

·       Monitoring of all calls logged with the Service Desk

·       Reporting on Service Desk operations and performance

·       Providing management reporting on incident management process

·       liaising with IS support Managers in ensuring quick resolution of major incidents

·       Communicating with Customers on status of incident resolutions

·       Preparing the daily workforce shift

Minimum Requirements

·       3-5 years of professional IT work experience in a dynamic office environment.

·       2 years in a similar position of supervision or team leader

·       Bachelor's degree in IT from a reputable university or equivalent.

·       ITIL Certification and good working knowledge would be an added advantage.

Application procedure:-

To apply for this position, please log on to www.horizoncontactcenters.com

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