Service Desk Shift Lead

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

• Team Management: Lead the Service Desk Agents , providing guidance, support, and performance feedback. Ensure the team is adequately trained and equipped to handle incidents and service requests.

• Service Desk Operations: Oversee the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and service requests. Monitor call logging, tracking, and monitoring processes.

• Escalation Management: Handle escalations for unresolved incidents, ensuring timely communication with relevant teams and stakeholders. Follow the escalation process and ensure incidents are passed to the appropriate resolver group with minimal delay.

• Service Level Management: Ensure compliance with SLAs and industry standards. Monitor and report on service desk performance, i...