Description and Requirements
Key Roles & Responsibilities
Service Desk Operations
- Manage daily operations of the Service Desk team.
- Ensure incidents and service requests are resolved within defined SLAs.
- Monitor ticket queues, backlog, aging, and escalation management.
- Ensure proper ticket categorization, prioritization, and routing.
- Drive first-call resolution and reduce repeat incidents.
- Coordinate with L2/L3 support teams for issue resolution.
Incident & Problem Management
- Govern Incident, Request, and Problem Management processes.
- Handle major incidents and ensure timely stakeholder communication.
- Conduct RCA reviews for critical incidents.
- Identify recurring issues and drive preventive actions.
- Ensure adherence to ITIL practices and operational governance.
Team Management
- Lead, mentor, and develop Service Desk engineers/analysts.
- Conduct performance reviews, coaching, and skill development sessions.
- Manage shift rosters, workload distribution, and resource planning.
- Ensure team adherence to process and quality standards.
Service Improvement & Governance
- Analyze operational KPIs and customer feedback.
- Drive Continuous Service Improvement (CSI) initiatives.
- Create and maintain SOPs, knowledge articles, and process documentation.
- Ensure audit and compliance adherence.
- Improve automation and reporting mechanisms.
Stakeholder & Customer Management
- Act as the primary escalation point for critical issues.
- Provide regular service performance reports to management/customers.
- Conduct governance reviews and service review meetings.
- Maintain effective communication during outages and service disruptions.
Required Skills
- Strong knowledge of ITSM and ITIL framework
- SLA & KPI management
- Incident and Major Incident Management
- Excellent leadership and communication skills
- Stakeholder management
- Reporting and analytical skills
- Escalation handling
- Customer service orientation
- Knowledge management and process governance
- Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Freshservice
Preferred Technical Knowledge
- Windows OS & Microsoft 365
- Active Directory
- VPN & Remote Support
- Networking basics
- SCCM / Endpoint management
- IT asset management
- Collaboration tools (Teams, Zoom, Outlook)
