IT Service Desk Team Lead

Key Responsibilities

Provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Team Leadership

Supervise, mentor, and motivate service desk analysts. Monitor team performance, ticket queues, and workload distribution. Conduct training sessions and performance reviews. Foster a collaborative and customer-focused work environment. Technical Expertise

Provide L2 / L3 technical support for hardware, software, network, and system-related issues. Troubleshoot complex IT problems and escalate to higher-level support when necessary. Ensure timely incident resolution in line with defined SLAs. Business Awareness : Develop an understanding of the customer’s environment and service delivery requirements to ensure the delivery of first-class service. Process : Document all actions taken in resolving customer inquiries, ensuring that established processes and systems are consistently followed. Problem Solving : Take ownership of customer issues by actively listening, asking relevant questions, and resolving known problems within required timescales. Recognize when problems are beyond own expertise and escalate appropriately to ensure resolution. Service Level : Escalate issues when necessary to meet or exceed service level agreements (SLAs) and customer expectations. Monitor performance through regular statistical reporting and analysis. Personal Development : Take ownership of personal learning and growth by maintaining a clear development plan and actively pursuing opportunities to build technical and professional skills.

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