Position: Associate

Job type: Full-time

Salary: View Detail

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Job content

Job Description

Service Desk Lead Job Opportunity

The Knowledge, Experience And Qualifications You Need
  • As a Service Desk Lead, you required 2+ years of experience in leading a service desk team.
  • Experience of understanding customers, managing incidents and meeting business expectations
  • Management and coaching experience
  • Experience of processes to keep improving service
  • Experience of maintaining a great service across different time zones
  • Good with Microsoft-based operating systems, especially Windows 10
  • Experience of the Microsoft 365 suite
  • Experience of security tooling and of protecting networks that link to client devices
The Knowledge, Experience And Qualifications That Will Help
  • Knowledge, experience or a qualification in the ITIL Framework
  • Certification as a Microsoft Certified Professional (MCP) or equivalent
  • A degree-level qualification in a computing or technical discipline
What you’ll do
  • Lead and coach your team members to be superb first points of contact for our internal customers
  • Make sure we’re consistent around the world, by working with your peers to hand over, follow through and fix internal customers’ problems and to improve common processes and controls
  • Produce governance packs to report management information on progress and risk, and present your proposals for improving customer satisfaction, effectiveness and efficiency
  • Nurture great problem-solving, by coaching your team members to listen to customers’ questions, understand what’s gone wrong, work out the right approach for them and fix their problems
  • Encourage team members to capture and share the right information about customers’ issues in ServiceNow
  • Help your team members to work with Support teams on complex or high-risk problems
  • Own the team’s issues, by sharing skills and insights, encouraging them to work with other shifts and teams, following up on unresolved incidents and communicating progress
  • Manage the team’s resources and workload to prioritise and sort out customers’ problems according to our service level agreement and shift patterns
  • Keep improving the team’s service, by gathering and reporting suggestions for raising first time fix rates, improving customer satisfaction and reducing risk
  • Keep up to date with changing security requirements.
  • Uphold our standards, processes and policies
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