Service Desk Team Lead
CurrentAs Service Desk Team Lead my duties include: - Lead and manage the Service Desk team, providing guidance, support, and coaching to team members, including onboarding new starters with organising training sessions to enhance the core and soft skills of team members. - Ensure effective communication within the team and foster a positive team culture. - Oversee the day-to-day operations of the Service Desk, ensuring timely and high-quality resolution of customer issues. - Monitor and manage service levels to meet or exceed agreed-upon targets. - Prioritise and assign incidents and service requests to team members based on skillset and workload. - Coordinate with other teams to escalate and resolve complex issues. - Monitor customer satisfaction levels and take proactive steps to address any issues. On top of this I am also bringing my experience as Process Lead to: - Ensure that all processes, procedures, and resolutions are documented accurately. - Maintain a knowledge base for common issues and solutions. - Generate and analyse reports on team performance, incident trends, and customer feedback. - Provide regular updates to management on Service Desk metrics and KPIs.
