Assistant Senior IT Service Desk
4 days ago
Job Responsibilities:
Team Leadership:
• Supervise, coach, and develop a team of Service Desk Analysts.
• Set clear performance expectations and provide regular feedback.
• Conduct performance reviews and address performance issues as needed.
• Foster a positive and collaborative team environment.
Service Delivery:
• Ensure timely and effective resolution of IT incidents and service requests.
• Monitor service desk performance metrics and identify areas for improvement.
• Implement service desk best practices and processes.
• Maintain high customer satisfaction levels.
Incident and Problem Management:
• Oversee incident management processes, ensuring proper triage, escalation, and resolution.
• Identify recurring problems and initiate problem management activities.
• Work with other IT teams to resolve complex incidents and problems.
Communication and Collaboration:
• Act as a liaison between the service desk and other IT teams.
• Communicate effectively with end-users, keeping them informed of incident status and resolution progress.
• Collaborate with IT management on service desk strategies and initiatives.
Knowledge Management:
• Maintain and update the service desk knowledge base.
• Ensure service desk analysts have access to the information and resources they need to resolve issues effectively.
• Promote a culture of knowledge sharing within the service desk team.
Leadership & Management:
• Team Leadership
• Performance Management
• Delegation & Empowerment
Technical Skills:
• Service Desk Tools
• Technical Troubleshooting
Communication & Interpersonal Skills:
• Clear & Concise Communication
• Active Listening
• Customer Service Orientation
• Conflict Resolution
Problem-Solving & Analytical Skills:
• Analytical Thinking
• Problem-Solving
• Decision-Making.
• Data Analysis
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