
Service Desk Team Lead
2 weeks ago
Service Desk Team Lead
About the Role:We are seeking a highly skilled and experienced Service Desk Team Lead to oversee the day-to-day activities of our IT service desk or help desk team.
Main Responsibilities:- Ticket Management:
- Receive, prioritize, and assign service requests and incidents to appropriate team members.
- Ensure accurate and timely documentation of all tickets.
- Monitor ticket queues to ensure timely resolution and escalation as needed.
- Team Supervision:
- Manage a team of service desk technicians or support staff.
- Provide guidance, coaching, and training to team members.
- Monitor team performance and ensure adherence to service level agreements (SLAs).
- Customer Support:
- Act as the point of contact for customers and end-users seeking technical assistance.
- Respond to customer inquiries and resolve technical issues promptly.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Process Improvement:
- Identify opportunities to improve service desk processes and workflows.
- Implement best practices to enhance efficiency and customer service.
- Document and update standard operating procedures (SOPs).
To be successful in this role, you will need:
- 0 - 1 years of total experience
- Proficient in Microsoft Office (Excel, Word)
- Ability to speak and write clearly and accurately in English
- Familiarity with the ITIL (Information Technology Infrastructure Library) framework is a plus
This role offers a competitive salary and a range of benefits including:
- A supportive and dynamic work environment
- Ongoing training and development opportunities
- The chance to work with a talented team of professionals
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