SERVICE DESK LEAD

Our client with a national footprint requires a well skilled and expert Service Desk Lead to fulfill the following duties:Education: MatricRelevant IT diploma or degreeMinimum of 5 years helpdesk experience in a call center environment of which 2 years of supervisory or team lead experience within a service desk or helpdeskStrong technical knowledge of Office365, MS Teams, Windows OS, EntraID, VPN, etc.IT CertificationsITIL certifiedExperience: Proficiency with service desk or ticketing systems.Knowledge of network and system administration.Customer service orientation and conflict resolution skills.Excellent problem-solving.Critical Competencies:KnowledgeCustomer centric attitudeProficiency in Helpdesk ticketing systemProficiency in Automated client software deployment solutionsAttention to detailAnalytical and problem solving abilityAbility to work well in a team and also autonomouslyProfessional attitude and appearance.Excellent organizational skills.Multi-tasking and time management skills, with the ability to prioritize tasks.Proven industry experience in enterprise monitoring solutionsIndustry experience in managing voice solutionsKnowledge of ITSM principles.Familiarity with ISO 27000 standards.Knowledge of applicable data privacy practices and lawsAbility to develop innovative, practical and sustainable solutions.Show independence and initiative in identifying and solving problems.Plan and prioritize tasks and work for front line support according to agreed timelines.Must be able to work with minimal supervisionHighly motivated and enthusiasticSkills Excellent verbal and written communication skillsAn active / empathic listenerExcellent organisational skills with the ability to multi-taskAbility to manage own time effectively and to be prompt and punctualExperience of working effectively within a team and collaborating with others to achieve a goalDemonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniquesDrive, self-motivation and ability to work under own initiativeKnowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT servicesWill enable you to do the following.Duties:Provide advanced technical support for hardware, software, and network-related issues.Overseeing the day-to-day activities of the service desk team, including scheduling, task delegation, and performance monitoring.Reviews the queue of incoming tickets to ensure no requests are missed and that they are being addressed according to agreed-upon timeframes.Assess the nature of each ticket and assign it to the appropriate team member based on their skills, workload, and the complexity of the issue.Act as an escalation point for complex incidents and service requests.Lead root cause analysis and problem management efforts to prevent recurring issues.Providing coaching, mentoring, and training to team members to enhance their capabilities, promoting knowledge sharing and skill development.Monitor service desk key performance indicators (KPIs) and service level agreements (SLAs) to ensure team performance meets organizational goals.Collaborate with infrastructure, application, and cybersecurity teams to resolve cross-functional issues.Contributing to the development and implementation of incident and problem management processes to improve service delivery.Participate in change management processes and ensure proper documentation and communication.Maintain and improve ITSM processes, including incident, request, and problem management.Develop and maintain knowledge base articles, SOPs, and technical documentation.Support IT projects, including rollouts, upgrades, and migrations.Identifying areas for improvement in service desk processes and contributing to the development and implementation of new solutions.Ensure compliance with IT policies, security standards, and regulatory requirements.