Workday Service Desk Lead - APAC / EMEA Shift

Role & responsibilities

• Team Leadership: Lead, mentor, and manage a team of Workday Service Desk Analysts, providing guidance and support to ensure high performance. Be the team expert in one of the following areas: Knowledge Management, Joiners, Movers, Leavers (JML) or Training Materials
• Incident Management:
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the service desk operations.
• Ticket Housekeeping: Ensure the team manage tickets assigned to them, throughout the full lifecycle, including making sure tickets are maintained to set standards, progress within SLAs and completed.
• Knowledge Base: Responsible for the teams contribution to maintaining the Workday Knowledge Base at designated stages in the ticket lifecycle
• User Support: Provide advanced support for complex Workday issues, acting as an escalation point for the team.
• Training and Development: Develop and deliver training programs for service desk staff to enhance their skills and knowledge of Workday.
• Reporting: Generate and analyse service desk performance reports, identifying trends and areas for improvement.
• Collaboration: Work closely with other ET, Finance, Finance Shared Service Centre, People teams and business units to ensure seamless support and integration of Workday solutions.
• Compliance: Ensure all service desk activities comply with organisational policies, procedures, and regulatory requirements.

Preferred candidate profile

• Proven experience in leading and managing a service desk or support team.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues.
• Have a good understanding of Joiners/Movers/Leavers processes.
• A strong awareness of knowledge management ethics
• A strong understanding of both ITIL and Agile ethics
• Ability to create metric reports and present to management.
• Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
• A strong commitment to providing exceptional customer service.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.

Perks and benefits

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