ServiceDesk Tier I Lead

Responsibilities

• Monitor and distribute incoming tickets to ServiceDesk Agents
• Identify and assign priorities to incoming tickets
• Ensure customer service is timely and accurate based on KPIs and SLAs
• Maintain quality KPIs on a healthy level, conduct actions when negative trends are detected
• Train and support ServiceDesk Tier I agents
• Monitor Aged tickets and SLA violated tickets
• Develop daily, weekly and monthly reports on ServiceDesk team's productivity
• Analyze data on ticket trends, performance, and business metrics
• Become expert in our ticketing system and competent at training and developing others in the ticketing system
• Other tasks as required, which may include afterhours / on-call duties
• Supporting a team of help desk technicians
• Communicating with clients and providing in-person and phone support, if required
• Troubleshooting and resolving technical issues
• Managing escalations and ensuring any issues are resolved in a timely manner collaboratively with Tier II, Tier III and level 2 support IT groups
• Making recommendations to improve operational efficiency
• Continuation managing existing services (OnBoarding, OffBoarding, Chat Support Appointments…)
• Lead and mentor the ServiceDesk Tier I team, fostering a culture of continuous improvement and excellence
• Develop and implement best practices and standard operating procedures for the ServiceDesk
• Collaborate with other IT teams to streamline processes and enhance overall service delivery
• Conduct regular performance evaluations and provide constructive feedback to team members
• Participate in project planning and implementation related to ServiceDesk improvements