Service Desk Controller

Service Desk Controller

Avensys Consulting Pte Ltd
Not Specified
Not Specified

Job Description

Job Description
Role Purpose
To enable the successful delivery of Service and Process Management processes by updating, maintaining and providing reports from Service Management tools and systems.
Key Accountabilities
· Data Accuracy- enters data into databases according to the relevant process descriptions (i.e. asset management, change management).
· Reporting - collects and evaluates relevant reports and escalates non-conformance
· Investigates and analyses data following alerts and complaints. Produces specific reports as required by management.
· Monitoring Service Delivery. Measures performance of service delivery against operational level agreement or service level agreement. Reports any divergence from acceptable plan and escalates to appropriate authority.
· Operational Support. May support process managers and service delivery managers with ad-hoc tasks, i.e. internal asset management, information distribution, special project preparation
Key Performance Indicators
· Quality of data (in databases or reports)
· Productivity statistics
· Customer satisfaction score
· Quality of reports and work in relation to standards/Service Level Agreement, compliance and time.

Job Details

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