More jobs:
Job Description & How to Apply Below
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 Service Now, Remedy, Jira, or Fresh service
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)
Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
Search for further Jobs Here:
×