IT Services Support Administration
Coordinates and facilitates the communication ofprograms, changes and decision tree that has an impact to the key IT servicesand applications owners.
Supports projects related to quality improvement(such as Onboarding new service or acquisition, building work instructions,routing logic, decision tree and ability to solve) and handles tasks to supportthe objectives of the Quality Assurance and Service Desk management.
Participates and contributes in team meetings and ServiceDesk conference calls.
Collaborates with diverse groups within thebusiness unit, service owners and to the internal team of Service Desk tounderstand the necessary information to improve the service.
Works withServices and application owners to proactively obtain missing supportinformation.
Understands and seeks critical information anddata needed by the Quality Assurance team to identify loopholes and processgaps.
Uses appropriate and effective communication tools(like but not limited to WebEx, email, Jabber chat, phone conference call, flowcharts, process flows, diagrams and other means of communication) toeffectively communicate quality assurance updates, processes, KPIs, SLA,Metrics and team performance to the business units, service owners and withinService Desk organization.
Conducts and facilitates meetings with service andapplication owners to address issues, customer feedback, concerns andescalations to improve the quality of service
Provides timely update to the QA leadership,service owners and key stake holders on the tasks and deliverables assigned tothe SSA.
Education / Qualification Requirements of the Role
Customers / Suppliers
Size of Role
Direct line supervisor for a team of 5 IT Services Support Administrators.