Role Overview

To be responsible for the operational and strategic management of the Service Desk, ensuring that user requests are resolved efficiently. To coordinate the Help Desk team, define processes and monitor performance indicators, promoting user satisfaction and the continuous improvement of the service.

Key responsibilities

Coordinate the Help Desk team, ensuring the allocation of tasks, monitoring of activities and adherence to service levels;
Monitor and provide technical support to the Help Desk team, promoting standardised procedures and best practices;
Provide Help Desk support to users, ensuring effective, resolution-focused assistance;
Set priorities and ensure the correct escalation of requests, based on criticality and established service levels;
Promote the continuous optimisation of ITIL processes;
Monitor and manage the ticket lifecycle, from creation to closure;
Ensure the quality of user support by monitoring satisfacti...