Opportunity Description
Service desk lead
Job description:
- To support the service desk agents in prompt delivery & customer service
- Advise and collaborate with the agents on current issues and work toward the resolution of tickets
- Manage and coordinate escalated work orders from the ServiceDesk team that require additional troubleshooting and follow-up
- Coordinate with other IT teams as appropriate for closure of any escalated ticket
- Act as a liaison between Service Desk and other teams to ensure effective communication between teams
- To provide liaison and governance at both internal & client levels
- Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
- Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
- Lead in the development of good customer service prac...