We're seeking a highly skilled and customer-focused Service Desk Lead to join our team. In this role, you'll be instrumental in providing L2.5 support, ensuring exceptional customer experiences, and maintaining our IT service levels. If you're adept at troubleshooting infrastructure, client, and basic network issues, and are passionate about leading effective support operations, we encourage you to apply!
Key Responsibilities
- Advanced Troubleshooting & Support: Provide L2.5 support for complex infrastructure issues, client-side problems, and basic network troubleshooting.
- Ticket Management & Resolution:Use probing questions and defined knowledge to accurately log customer inquiries in the ITSM tool.
- Make precise decisions for coordinating customer inquiries and managing tickets efficiently.
- Where appropriate, use personalized decisions and actions to add value by resolving customer inquiries at the first point of contact.
- Ensure all relevant information is clearly recorded and accurate, timely updates are provided for all tickets.
- Ensure the timely escalation of complaints to the appropriate level when required.
- Customer Service Excellence: Maintain a high standard of customer service, ensuring every interaction provides a delightful customer experience.
- SLA Adherence: Ensure service levels are consistently met and maintained by providing reactive and proactive support in a timely and accurate fashion.
- Monitoring & Coordination: Monitor and troubleshoot infrastructure and client systems. Liaise with and coordinate third-party support providers as necessary.
- Network & System Knowledge: Undertake basic Local Area Network (LAN) support and troubleshooting. Apply knowledge of Server Operating Systems, Active Directory / AD DS / NTFS Permissions, and Desktop Operating systems.
- Cloud & Device Support: Possess a medium level of knowledge in Microsoft cloud-based technologies (Office 365 and Azure). Provide support for smartphones and smart tablets.
- Technical Documentation & Learning: Ability to read and understand technical manuals, procedural documentation, and OEM guides. Conduct thorough troubleshooting into PC issues and products.
- Continuous Improvement: Stay keen on Infrastructure-based systems/applications/technologies. Support continuous improvement efforts within the service desk.
Required Skills & Experience
- Support Expertise: Proven experience providing L2.5 support for IT infrastructure, client systems, and basic networking.
- Technical Knowledge:Knowledge of Server Operating Systems.
- Knowledge of Active Directory / AD DS / NTFS Permissions.
- Medium-level knowledge of Microsoft cloud-based technologies (Office 365 and Azure).
- Knowledge of Desktop Operating Systems.
- Working technical knowledge of current network protocols, operating systems, and standards.
- Ability to operate tools, components, and peripheral accessories.
- Experience supporting smartphones and smart tablets.
- Problem-Solving: Proven analytical and problem-solving abilities, including troubleshooting PC issues.
- Communication: Fluent in English (a must). Excellent written and verbal communication skills for clear documentation and customer interaction.
- Customer Focus: Demonstrated commitment to maintaining a high standard of customer service and achieving delightful customer experiences.
- Adaptability: Proven ability and drive to learn new skills quickly.
- Certifications (Good to have): Industry-recognized certifications (e.g., MCP, MCSA, CCNA, MCSE, ITIL).
