IT Support Team Lead

Job Detail

Manage the Service Desk and staff to provide 1st level technical support. Answering support queries via the telephone, emails using remote desktop tools or should the need arise attendance to users place of work. Act as a further escalation point for unresolved or escalated cases. Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles. Report to SD managers on any issue that could significantly impact the business. Take overall responsibility for incident management and request fulfilment (if any). Ensure staff take ownership of user problems and be proactive when dealing with user issues. Ensure all calls and emails are logged in the Service Desk logging system. Allocate more complex calls and emails to the relevant IT Support member. Arrange for external technical support where problems cannot be resolved within L1. Manage Service Quality Assessment and Coach the agents on proper handling approaches. Provide Domain Training to new joiners.