Key Roles & Responsibilities

Service Desk Operations

• Supervise, train, and mentor service desk staff.

• Monitor and manage service requests and incident queues.

• Ensure that service requests are prioritized and resolved in a timely manner.

• Escalate and manage high-priority or complex issues.

Incident Trend Analysis

• Ensure that service requests and incidents are logged, prioritized, assigned, and resolved in a

timely and efficient manner, meeting or exceeding service level agreements (SLAs).

• Identify recurring technical issues and work with other teams to implement permanent solutions to

reduce incident frequency.

Technical Support

• Provide technical guidance and support to team members when necessary.

• Assist with resolving complex technical issues and customer escalations.

Quality Assurance

• Establish and maintain service level agreements (SLAs) for response and resolution times.

• Implement and monitor quality control processes to ensure high-quality customer service.

• Review and analyze customer feedback and implement improvements based on feedback and

data.

Reporting and Documentation

• Generate reports on service desk performance, including key metrics and trends.

• Maintain accurate records of incidents, service requests, and resolutions.

Process Improvement

• Identify areas for process improvement and efficiency gains.

• Implement best practices and tools to enhance service desk operations.

• Stay up to date with industry trends and technology to make recommendations for improvements.

Team Leadership

Supervise, train, and mentor service desk staff.

Set performance goals, provide feedback, and conduct regular performance evaluations.

Foster a positive and collaborative team environment.

Customer Satisfaction

• Ensure that end-users are provided with excellent customer service and their technical issues are

addressed to their satisfaction.

Compliance

• Ensure compliance with company policies, security protocols, and industry regulations.

Resource Management

• Manage staffing levels and schedules to ensure adequate coverage.

• Coordinate team workload and assign tasks based on individual skills and expertise.

• Assist with recruitment and onboarding of new service desk staff.

Training and Development

• Identify training needs for support technicians and coordinate training programs to enhance their

technical skills and customer service abilities.

Education & Professional Qualification:

• Bachelor's degree in computer science, information technology or a relevant field.

• Previous experience in a service desk or technical support role.

• Strong leadership and team management skills.

• Excellent communication, interpersonal, Problem-solving and analytical skills.

• Proficiency in using service desk software and ITSM tools.

• Knowledge of ITIL (Information Technology Infrastructure Library) principles is a plus.

• IT certifications (e.g., CompTIA A+, ITIL Foundation) may be beneficial.

Professional Experience:

6-8 years of experience in Managing the daily operations of a service desk

Computer Skills:

Good knowledge of Cloud Platforms and IT Service Management Tools

Language Skills:

Business fluent English