UMB AG
11 months ago
Head of Service Desk
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Company information
- Company
- UMB AG
- Location
- Schweiz, Kanton Zürich, Uster, Volketswil Switzerland
- Posted
- 11 months ago
Job description
- Leadership and further development of the Service Desk as a Single Point of Contact (SPOC) for our customer requests
- Ensuring a high first-level support resolution rate through efficient initial clarifications, Knowledge Base, and defined team competencies
- Responsibility for maintaining service hours (Monday to Friday, 7:00–18:00 hours) and ensuring service quality
- Fuelling, motivating, and further developing the Service Desk team
- Responsibility, coordination, and steering of the Major Incident process
- Ensuring On-Call Duty (Picket) management outside support hours
- Responsibility as Incident Manager and Case Manager for defined SLAs and KPIs, as well as continuous improvement of support processes
- Continuous development of ITSM capabilities (ServiceNow) with AI and Conversational AI together with our ITSM platform team and Corporate ICT
- Ensuring customer- and solution-oriented communication to maximize customer satisfaction
- Collaboration with other departments to ensure a smooth service operation
- Implementation and maintenance of ITIL-based processes and best practices
- Management of escalations and ensuring rapid and effective problem-solving
Required skills
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