Service Desk Engineer - Lead

Job Responsibilities ( Senior Service Desk)

• Lead and mentor a team of service desk technicians, providing guidance on technical issues.
• Oversee the day-to-day operations of the service desk, ensuring SLAs are met for response and resolution times.
• Act as an escalation point for complex technical issues, providing advanced troubleshooting support.
• Conduct regular performance reviews, monitor team metrics, and provide feedback to ensure continuous improvement.
• Ensure service desk processes and procedures are followed, driving adherence to ITIL (Information Technology Infrastructure Library) best practices.
• Analyse and report on service desk performance, using metrics such as ticket volume, resolution times, and user satisfaction.
• Manage and prioritize incoming service desk requests, incidents, and escalations in line with business-critical priorities.
• Ensure a high level of customer satisfaction through prompt, courteous, and effective communication with users.
• Manage stakeholder expectations and ensure regular updates are provided for ongoing issues or projects.

Provide end-user training and support documentation, as necessary Role & responsibilities

Preferred candidate profile

Perks and benefits