Service Desk Lead

What you’ll do

• Be the first point of contact for our internal customers – by answering their questions, listening to what’s gone wrong for them, and improving their experience with technology.

• Capture and share the right information about customers’ problems in ServiceNow

• Work together and share insights with others in the team, especially at shift changes

• Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems

• Own your customers’ Incidents as if they were yours, always aim for service excellence – by frequent communication, setting expectations and working closely with other teams involved in problem-solving.

• Prioritise and sort out your customers IT issues according to our service level agreement

• Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk

• Keep up to date with changing security requirements

• Uphold our standards, processes and policies

The knowledge, experience, and qualifications you need

• Any experience in excellent customer service no matter what industry

• Experience in handling calls to support customers and resolve issues with stipulated time

• Good with Microsoft-based operating systems, especially Windows 10

• Experience in handling AD account lockouts, Password resets, basic software installation requests etc.,

• Experience in using ServiceNow ITSM tool for logging tickets

• Knowledge, experience or a qualification in the ITIL Framework

• Experience of processes to keep improving service

The knowledge, experience and qualifications that will help

• Experience as a service desk analyst

• Experience of understanding customers, managing incidents and meeting business expectations

• Certification as a Microsoft Certified Professional (MCP) or equivalent

• A degree-level qualification in a computing or technical discipline