Role Overview

Omnicom Media Group Nepal, a subsidairy of OmnicomMediaGroup Australia is looking to hire Service Desk Manager.

The role holder will manage the Service Desk and operations for development projects while providing an effective communication conduit between the clients based in Sydney and service desk with a focus on service delivery and internal customer satisfaction. 

Job Duties and Responsibilities

Not just anyone can fill this role. We want someone who can take it and make it their own. To do this, you want to see you: 

• Maintain and nurture business relationships through effective communication with internal stakeholders. 
• Incident & request management, including:  
• Providing an escalation point for all user support issues; 
• Keeping clients up-to-date with resolution efforts on current incidents; 
• Overseeing all requests, incidents and problems;  
• Manage and coordinate urgent and complicated issues;  
• Coordinate support desk requests against SLA’s and/or agreed metrics.  
• Performance and service level reporting. 
• Liaise with & coordinate with Sydney team to implement updates and maintenance related tasks as required 
• Undertake Service Desk projects, such as web application maintenance and deployments. 
• Contribute to the development, planning and delivery of new systems and services, and review of existing systems and services for our clients. 
• Ensure Service Desk systems and services meets documented standards and SLA metrics.  
• Manage, maintain and deliver documentation relevant to the Service Desk processes and operations, including work instructions and procedures. 
• Ensure Service Desk systems meet industry best practice. 

Why you'll love us

Through our people philosophy, we believe that happy people with a great work/life balance are able to bring the #WOW factor to work and they're more fun to share an office with. 

Join us and surround yourself with like-minded, high achieving individuals and unbeatable career development opportunities.

To know more about us, please visit the link at https://www.omnicommediagroup.com.np/

Our working hours are generally from 7 am till 4 pm, Monday till Friday.

“Omnicom Media Group Nepal is an equal opportunity employer. We encourage candidates of diverse background, women and differently abled, to apply”