Are you fed up with your current role? Do you want to work for a company that is driven to provide excellent service and support?
Are you looking for an opportunity where you can grow your knowledge and skills? This Service Desk Team Leader job has everything you are looking for!The Service Desk Team Leader is responsible for ensuring that the Service Desk team delivers exceptional customer service.
You will work with the Business Manager to ensure all issues are resolved in a timely manner, and also to meet our SLA (Service Level Agreement).
You will be required to manage the Service Desk Operations, including overseeing their daily operations and taking responsibility for their activities.
You'll also have management responsibilities regarding problem resolution timescales within each department and project teams.
RequirementsProvides training to technicians and other employees on service desk functions.Monitors the quality of work processes within the team, aligning and communicating with team members on performance gaps.
Performs and leads incident investigation to root cause for escalated incidents.Develops and maintains training programs for all employees related to the service desk.
Contribute to the process of managing tickets or calls logged at the service desk.Ensure all incidents which are logged, are accurately categorised.
Ensure ticket diagnosis is conducted as to discover the full symptoms, determine what has gone wrong and how to correct it.
Ensure reported faults are investigated and diagnosed.Check incidents are fully resolved and users and / or clients are satisfied and agree to close the related incident.
Ensure relevant actions have been logged to enable tracking.QualificationsBachelors degree / diploma in computing (or any other relevant field)Relevant technical certifications preferred.
3+ years of experience in a similar role.