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