The Service Desk – Lead is responsible for understanding customer needs and support processes, with a commitment to quality and to customer service. This role involves the performance of Level 1 services & support to clients (internal and external) and ensuring that service levels are achieved. Work with Internal/External Client and IT Service functions to identify, prioritize and manage service requests. Manage the communication and status reporting of services requests to client and internal stakeholders.
Main Job Tasks and Responsibilities
Manage the Service Desk team’s daily activities and performance.
Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback.
Constructively and effectively communicate with all groups to guarantee customer expectations are met.
Works with Service Delivery Leads to prioritize and ensure services meet Client requirements and expectations.
Work with Service Delivery Leads to ensure Operational processes/procedures are established, documented, maintained and followed.
Manage through to implementation, incident resolutions, service requests or Operational initiatives.
Provide incident reporting and metrics regarding issues and resolutions to service outages.
Subject matter expert on required products and services for respective Clients.
Communicate and escalate services at risk or out-of-scope of Client SLA as a result of change.
Required qualifications to be successful in this role
Bachelor’s degree or suitable combination of education and relevant experience
Excellent verbal and written communication skills
Ability to communicate clearly and effectively, both verbally and written and both Technical and Managerial stakeholders
Good technical analytical and correlation skills – able to analyze and provide solution to incidents
Ability to identify, attain, document and recommend solutions to problems accurately
Strong technical research and information gathering skills