Service desk lead L2

Role

Service desk lead

Responsibilities

• Support the service desk agents in prompt delivery & customer service.
• Advise and collaborate with the agents on current issues and work toward resolution of tickets.
• Manage and coordinate escalated work orders from the ServiceDesk team that require additional troubleshooting and follow-up.
• Coordinate with other IT teams as appropriate for closure of any escalated ticket.
• Act as a liaison between Service Desk and other teams to ensure effective communication between teams.
• Provide liaison and governance at both internal & client levels.
• Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations.
• Measure and report on service delivery performance metrics including customer satisfaction surveys and incident tickets.
• Lead in the development of good customer ser...