Job Summary

• Lead Service Desk Agents, providing guidance, support, and performance feedback, ensuring the team is adequately trained and equipped to handle incidents and service requests.
• Oversee the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and service requests, and monitor call logging, tracking, and monitoring processes.
• Contribute to a Service Continuity Plan, ensuring the Service Desk can continue to operate without disrupting production services and support compliance audits.

Matching Summary

Skills & Requirements

Key Requirements

• Experience in Service Desk Operations
• Team Management Experience
• Escalation Management Skills
• Service Level Management Experience
• Continuous Service Improvement Focus
• Stakeholder Management Skills
• Reporting Skills
• Service Continuity Planning Contribution

Work Rights