SERVICE DESK LEAD L1

Service desk lead
Job description:
To support the service desk agents in prompt delivery & customer service
Advise and collaborate with the agents on current issues and work toward the resolution of tickets
Manage and coordinate escalated work orders from the ServiceDesk team that require additional troubleshooting and follow-up
Coordinate with other IT teams as appropriate for closure of any escalated ticket
Act as a liaison between Service Desk and other teams to ensure effective communication between teams
To provide liaison and governance at both internal & client levels
Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
Lead in the development of good customer service practices across the service desk
Produce statistics and management re...