Service Desk

Let's tomorrow, together.

At Ubiquity, we live by the mantra head, heart, and hustle. because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. because we are always gracious with our time, our collaboration, and with one another. And because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.

Your Role:

• Analyze processes, documentation, and workflows through interviews with staff performing security and human resource related duties, develop gap analysis and identify and prioritize process improvements based on current risk of components adding professional insight.
• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team,
customers, and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running the service desks.
• Demonstrate excellent project management skills, promote teamwork and individual accountability with engagement team members, and use available technology, tools, and company assets to enhance the effectiveness of deliverables and services.

Job Qualifications: (Knowledge, Skills, Experience)
• You have 5+ years of professional experience working in the use of a variety of digital tools and supporting services underneath.
• You have an appetite for entrepreneurship and enjoy working projects end-to-end.
• You are Fluent in Business English Communications.
• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards and best practices for service management.

What we do.

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.

Come as U are, because U Matter at Ubiquity.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.