
Service Desk Team Leader
1 day ago
Job Title: Service Desk Lead
">Job Summary:
The Service Desk Coordinator oversees day-to-day activities of the IT service desk or help desk team. They play a key role in ensuring customer issues and technical support requests are addressed promptly and efficiently.
Main Responsibilities:
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).
Ticket Management:
Receive, prioritize, and assign service requests and incidents to appropriate team members.
Ensure accurate and timely documentation of all tickets.
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.
Process Improvement:
Identify opportunities to improve service desk processes and workflows.
Implement best practices to enhance efficiency and customer service.
Required Skills and Qualifications:
Technical Knowledge:
Stay up-to-date with IT industry trends and technologies.
Provide technical guidance and expertise to team members when needed.
Assist with complex technical issues and escalations.
Benefits:
Professional growth and development.
Opportunities for career advancement.
Competitive salary and benefits package.
Others:
Work closely with other teams to achieve business objectives.
Collaborate with vendors and stakeholders to resolve issues.
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