Team Leadership & Management:
- Supervise, motivate, and mentor a team of Service Desk Analysts, fostering a positive and productive work environment.
- Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team members.
- Monitor team schedules, adherence, and shift rotations to ensure adequate coverage for 24/7 operations, if applicable.
- Identify training needs and facilitate professional development for the team to enhance their technical and customer service skills.
- Act as a point of escalation for complex or challenging customer issues, providing guidance and resolutions.
Operational Oversight & Performance:
- Oversee daily Service Desk operations, ensuring timely response and resolution of incoming requests via phone, email, chat, and ticketing systems.
- Monitor key performance indicators (KPIs) such as average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and service level agreement (SLA) adherence.
- Generate and analyze performance reports, identifying trends, areas for improvement, and potential issues.
- Implement and enforce Service Desk policies, procedures, and best practices (e.g., ITIL framework).
Technical Support & Problem Resolution:
- Provide hands-on technical support and troubleshooting for complex IT issues that cannot be resolved by individual analysts (Level 1.5 support).
- Assist the team with resolving issues related to operating systems, network connectivity, software applications, hardware, and user account management.
- Ensure accurate and detailed documentation of all incidents, service requests, and resolutions in the ITSM tool.
- Facilitate efficient escalation of unresolved issues to appropriate Level 2/3 support teams and ensure timely follow-up.
