Information Technology Service Desk Team Lead
Current• Oversee all technical requests, incidents, and problems by serving as an escalation point for all requests and incidents, delegate tickets to other members of the team as required. • Manage and coordinate urgent and complicated support issues by utilising Zendesk ticketing system to prioritise and manage the entire lifecycle of incidents and service requests.• Promote compliance by continuously monitoring of all security policies, whilst ensuring adherence from all members of the team; oversee activities to ensure compliance with the ISO 27001 accreditation.• Manage a variety of IT projects from inception to completion, including internal and new IT projects, monitor all project deliverables including timing, scope, and budgets to mitigate any risks. • Support the company to make the best use of IT assets and resources and manage them effectively by developing and maintaining processes, policies, standards, and systems. • Utilise expertise to provide expert advice and recommendations to management on IT service improvement activities to add value to the services provided to customers, which has led to meeting all customer requirements and SLA’s.• Demonstrate strong understanding of industry best practice to identify latest technology solutions to get best results. Ensure all team members are aware of systems by facilitating training sessions relating to new IT systems. • Ensure operational efficiency and company targets are met by monitoring and managing human resource availability and allocation.
