As Lead Service Desk Engineer you will be responsible for the day to day line management of the Service Desk Team which has accountability for the delivery and configuration of changes to customers’ services and support requests from both internal and external clients.  You will work with internal and external stakeholders from across the business to deliver changes to service, answer technical questions and carry out critical day to day maintenance tasks.

You will be the lead member of the team, handling line management of team members, escalations and leading the definition of team processes and practices to ensure that the service desk operates efficiently and effectively.

Day-to-day responsibilities:

·       Day to day line management of the Service Desk Team

·       Being a Customer Advocate, considering the customer’s needs at all times

·       Consultation with UK Lead regarding Service Desk processes

·       Technical escalation point for the Manila based Service Desk Team and other departments as required

·       Working with the UK Lead Service Desk Engineer to ensure cases are effectively processed

·       Resolution of escalated cases

·       Develop ideas, processes and systems to mature the daily tasks of the Service Desk

·       Engage with stakeholders to build relationships

·       Follow and adhere to Quality Assurance processes, reviewing and developing improvements where possible

Essential traits: 

·       Ability to address configuration issues, troubleshooting connections to third party platforms; respond to technical questions in a customer facing manner

·       Ability to clearly update Service Desk cases, provide detailed troubleshooting steps and create content and material for future reference by all technical levels of users

·       Ability to understand the features and functions of our platform; understanding the customer’s needs and requirements as well as those of the business

·       Ability to act as a technical escalation point for colleagues

·       Ability to adhere to functional process and input key documentation within CRM or related system with accuracy and attention to detail and sharing the needs of the customer, adhering to deadlines at all times

·       Ability to design, implement and manage processes as well as refining and maturing existing processes

Job Specifications:

·       Post-secondary education or equivalent experience

·       Passionate about tech and how tech solves business problems

·       Able to learn quickly

·       Excellent verbal & written communications are a must

·       Experience supporting enterprise software applications

About Resolver

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row!  By combining Artificial and Human Intelligence, Resolver’s Intelligence delivers 24/7/365 safety by continually fighting the weaponization of communications from whoever the source, whatever the language and whichever the online harm.

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