Roles and Responsibilities

Service Desk Operations

Lead, coach, and mentor team members to meet performance goals.
Manage BAU and ad-hoc task assignments and ensure proper workload distribution.
Ensure all incidents and service requests are logged, tracked, and resolved within agreed SLA/KPI.
Oversee ticket queue on a daily basis, including unattended and aging tickets, and follow up with team members for timely resolution and updates.
Act as the primary escalation point for high-priority incidents and requests.
Coordinate with internal IT teams on application releases, system changes, and operational activities.
Act as the liaison between vendor and Digital+ for operational matters.
Provide guidance and assist in troubleshooting more complex issues where required.
Monitor team attendance and ensure sufficient resource coverage at all times.
Ensure proper handover of tasks during team members absence (leave, MC, etc.).
Support onboarding and offboarding activities for end users.
Maintain and update knowledge base documentation and ensure proper ticket documentation.
Analyze recurring issues and highlight improvement opportunities to reduce repeat incidents.
Provide hands-on support when required, including:
Responding to users via phone, email, chat, or onsite support
Troubleshooting hardware, software, and basic network issues
Logging, updating, and escalating tickets in ServiceNow
Supporting end-user devices such as laptops, desktops, and peripherals
Prepare basic operational reports on ticket status and team performance.
Attend cross-departmental meetings, training, and seminars.

End User Support – Escalation

Provide Level 2 support for PCs, notebooks, software, IP phones, tablets, smartphones, printers, LAN/WAN, and peripherals.
Diagnose and troubleshoot issues using appropriate IT tools.
Escalate to 3rd-level support when necessary.
Ensure issues are handled in line and compliance with IT standards and processes.
Track licenses, warranties, and service agreements.

Tools and Platforms

ServiceNow ITAM/SAM/HAM
SCCM
SharePoint
Microsoft AD tools

Team Lead – IT Service Desk & End User Computing (EUC)