Cross-functional Support:

• Manage support activities across HR, Finance, IT, and Procurement.
• Provide Level 2 escalation support for complex inquiries within any of the supported functions.
  Coordinate with relevant departments to resolve cross-functional or systemic issues.
• Ensure adherence to service standards and continuous improvement in user experience.
• Lead and mentor team members to ensure timely resolution of customer concerns.

Team Leadership:

• Manage and develop a team of Helpdesk support agents, providing guidance, training, and mentorship to enhance their performance.
• Foster a positive and collaborative team environment, ensuring a high level of employee engagement and motivation.
• Establish and monitor KPIs and SLAs across all service categories.
• Conduct regular performance reviews and implement development plans.

Service Quality and Continuous Improvement:

• Continuously monitor and improve Helpdesk performance, ensuring that the team meets defined KPIs and SLAs.
• Develop and implement strategies for improving service quality, reducing response and resolution times, and increasing first-contact resolution rates.
• Implement and drive process improvements based on customer feedback, incident trends, and team performance analytics.

Customer Satisfaction:

• Ensure high levels of satisfaction with end-user support through effective communication, timely responses, and issue resolution.
• Manage customer feedback and perform regular surveys or assessments to identify areas for improvement in service delivery.
• Act as a point of escalation for critical issues, ensuring a swift and appropriate response to complex or high-priority requests.

Reporting and Metrics:

• Develop and maintain detailed reports on Helpdesk performance metrics (e.g., ticket volume, resolution time, satisfaction ratings) and provide regular updates to senior management.
• Track and analyze Helpdesk data to identify trends, recurring issues, and opportunities for optimization.
• Report on key performance indicators (KPIs) and service level compliance to senior leadership.

Technology and Tools:

• Support the selection, implementation, and optimization of tools and technologies used for helpdesk support and ticketing

Ensure that systems are integrated and optimized to provide accurate, real-time performance insights for decision-making.
Cross-functional Support:

• Manage support activities across HR, Finance, IT, and Procurement.
• Provide Level 2 escalation support for complex inquiries within any of the supported functions.
  Coordinate with relevant departments to resolve cross-functional or systemic issues.
• Ensure adherence to service standards and continuous improvement in user experience.
• Lead and mentor team members to ensure timely resolution of customer concerns.

Team Leadership:

• Manage and develop a team of Helpdesk support agents, providing guidance, training, and mentorship to enhance their performance.
• Foster a positive and collaborative team environment, ensuring a high level of employee engagement and motivation.
• Establish and monitor KPIs and SLAs across all service categories.
• Conduct regular performance reviews and implement development plans.

Service Quality and Continuous Improvement:

• Continuously monitor and improve Helpdesk performance, ensuring that the team meets defined KPIs and SLAs.
• Develop and implement strategies for improving service quality, reducing response and resolution times, and increasing first-contact resolution rates.
• Implement and drive process improvements based on customer feedback, incident trends, and team performance analytics.

Customer Satisfaction:

• Ensure high levels of satisfaction with end-user support through effective communication, timely responses, and issue resolution.
• Manage customer feedback and perform regular surveys or assessments to identify areas for improvement in service delivery.
• Act as a point of escalation for critical issues, ensuring a swift and appropriate response to complex or high-priority requests.

Reporting and Metrics:

• Develop and maintain detailed reports on Helpdesk performance metrics (e.g., ticket volume, resolution time, satisfaction ratings) and provide regular updates to senior management.
• Track and analyze Helpdesk data to identify trends, recurring issues, and opportunities for optimization.
• Report on key performance indicators (KPIs) and service level compliance to senior leadership.

Technology and Tools:

• Support the selection, implementation, and optimization of tools and technologies used for helpdesk support and ticketing

Ensure that systems are integrated and optimized to provide accurate, real-time performance insights for decision-making.​​​​​​​​​​​​​​​​​​​​​