Service desk agent

ITIL-based incident and request management, leadership in ITSM tools (Service Now, Remedy), team coordination
Job Description
The Service Desk Lead oversees daily operations of the service desk, ensuring timely resolution of incidents and requests, managing team performance, and maintaining high customer satisfaction.
Main Activities
- Manage and supervise Service Desk team members.
- Ensure adherence to ITIL processes and SLAs.
- Monitor ticket queues and prioritize critical issues.
- Provide escalation support for complex incidents.
- Conduct regular team meetings and performance reviews.
- Maintain and update knowledge base articles.
- Collaborate with other IT teams for issue resolution.
- Generate and analyze service desk performance reports.
- Drive process improvements and automation initiatives.
Must-Have
- Strong leadership and team management skills.
- Expertise in ITSM tools (Service Now).
- In-depth knowledge of ITIL framework.
- Excellent communication and problem-solving skills.
- Ability to handle high-pressure situations and escalations.
- Experience in reporting and KPI management.