Service Desk Lead L1

Service desk leadJob description:To support the service desk agents in prompt delivery & customer serviceAdvise and collaborate with the agents on current issues and work toward the resolution of ticketsManage and coordinate escalated work orders from the ServiceDesk team that require additional troubleshooting and follow-upCoordinate with other IT teams as appropriate for closure of any escalated ticketAct as a liaison between Service Desk and other teams to ensure effective communication between teamsTo provide liaison and governance at both internal & client levelsUndertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalationsMeasure and report on service delivery performance metrics including customer satisfaction surveys and the incident ticketsLead in the development of good customer service practices across the service deskProduce statistics and management reports of the service desk to client & managementComm...