Job Description

Position Purpose:

The Duty Manager is responsible for a timely review and assignment of all incoming escalations within the teams queues. As part of the core role, the Duty Manager will ensure below:

Responsibilities:

Monitors team queues for incoming cases
Identifies out of scope cases and redirects them to the right teams
Assigns cases within SLA to the team members according to agreed criteria based on team specialization, skills and availability
Reassigns cases and monitors duty management email communications
Is aware of all process changes that are relevant to the team's scope
Follows established processes to engage with stakeholders or internal teams
Any other duties as needed by the management team*

Key Skills and personal attributes

Passionate about resolving complex problems
Passionate about Microsoft products/services
A service customer advocate at heart; ability to empathize
Effective active listening
Strong organizational skills and the ability to self-direct work to meet deadlines
Confident with their own judgement of a situation and able to articulate the reasoning behind it
Exceptional troubleshooting and problem-solving skills
Ability research issues and documentation, leverage knowledge base, training and consultations to find solutions
knowledge and experience in Microsoft Products such as M365, Azure etc.
Knowledge of Operating Systems, Active Directory, Clustering and Networking an advantage