Service Desk Lead

Responsibilities:

· Lead a team of Service Desk Engineers to achieve agreed service levels with all accounts.

· Disseminates information received from client contact point to the Service Desk Engineers as soon as possible and ensures that they are fully briefed on the information received.

· Conduct regular meetings to ensure team members have ample understanding of process and procedures.

· Provide preliminary findings and investigation to customer complaints received by Service Desk Engineers.

· Work with Reporting Analysts to prepare Service Desk Reports.

· Work with Service Desk Manager to administer Service Desk Engineers leave application and claims of allowance, transport and expenditure.

· Ensure his/her team of Service Desk Engineers adheres to all processes.

· Work with Service Desk Manager and Service Delivery team to inspect, sample & audit the entire incident management process.

· Determine, document & closely monitor any areas that may need improvement.

· Support business improvement initiatives for contract accounts (i.e. ISO certifications, Six Sigma Projects, ITIL processes)

Requirements:

· Degree/Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines

· Relevant IT support background gained on a busy IT service desk

· Strong IT support background covering 1st line and 2nd line support with exposure to 3rd line support

· Good desktop, networking and infrastructure technology support experience

· ITIL foundations certified or higher are preferred

· Incident management, problem management and major incident management experience

· Good communication & team leadership skills

· Good interpersonal skills both in written and presentation

· Strong analytical and problem skills, combined with the ability to provide quick resolution to problems

· Experience in coaching and staff development is preferred