深圳招聘

职位描述：
An exciting, fast growing Retail software company are currently hiring a Service Desk Manager to join and manage a team of 7 Service Desk Analysts. The chosen candidate will be responsible and accountable for the smooth running of the Service Desk.
The role is to oversee timely delivery of quality technical support service to clients, whether they are internal clients working for the same company or external clients who have contracted technical support service. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills.
The Service Desk Manager will be the escalation point for the Service Desk team, both from a managerial and functional point of view. The Service Desk Manager will also oversee the development, implementation and administration of Service Desk policies and procedures.
The main activities will be to:
? Co-ordinate activities and provide overall management of the Helpdesk, Data and admin functions.
? Be responsible for the daily running and management of the helpdesk desk through the effective use of resources.
? Ensure that calls are answered within agreed time scales and in an appropriate manner.
? Produce weekly and monthly operational reports, as required.
? Analyse and interrogate helpdesk performance data and implement corrective actions as required.
? To monitor quality of feedback from clients and quarterly customer satisfaction reports to the Account Director.
? Attend any client/customer review meetings and take appropriate actions where required.
? Train and develop all team members in the operation of all the software, support systems and Admin Support procedures to ensure that they are effective
? Complete performance reviews with all direct reports in line with company guidelines.
? Communicate effectively with the Senior Management and Commercial teams in all matters relating to operational delivery
? In terms of skills, we are looking for a Service Desk Manager who has solid experience of managing a busy Service Desk as well as having a firm grasp on support desk policies and procedures.

Cegid 施易德是提供企业管理和一体化软件解决方案的数字化转型企业的全球领导者。Cegid施易德在全球拥有超过15家子公司。我们的Yourcegid零售管理解决方案被全球75个国家的1，000家零售商和70，000家门店所采用。