Service desk lead

Job description:

• To support the service desk agents in prompt delivery & customer service
• Advise and collaborate with the agents on current issues and work toward the resolution of tickets
• Manage and coordinate escalated work orders from the ServiceDesk team that require additional troubleshooting and follow-up
• Coordinate with other IT teams as appropriate for closure of any escalated ticket
• Act as a liaison between Service Desk and other teams to ensure effective communication between teams
• To provide liaison and governance at both internal & client levels
• Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
• Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
• Lead in the development of good customer service prac...