Service Desk Team Lead

Key Responsibilities:

· Receive, log, and categorize incidents and service requests via phone, chat, and ServiceNow portal.

· Perform first-level troubleshooting for common issues including:

· Password resets and MFA issues

· Email and collaboration tools (O365)

· VPN and remote access

· Endpoint and peripheral issues (Windows, Mac, mobile devices, printers)

· Resolve issues at first contact wherever possible using approved SOPs and Knowledge Base articles.

· Escalate unresolved or complex issues to L2/L3 teams with complete documentation and diagnostics.

· Maintain regular communication with end users regarding ticket status, expected resolution, and closure confirmation.

Skills & Qualifications

· 3-5 years of experience in an IT Service Desk or Help Desk role.

· Strong working knowledge of ITIL Incident and Request Management processes.

· Hands-on experience with ServiceNow or equivalent ITSM tools.

· Familiarity with O365, Active Directory, VPN tools, endpoint management, and basic networking.

· Excellent verbal and written communication skills.

· Customer-centric mindset with strong problem-solving abilities.