Description

Lead a voice-based service desk team to provide technical support and manage incident resolutions.

Responsibilities

• Lead the service desk team in providing first-line support, triage, and incident management.
• Coordinate with third-party vendors and internal IT departments to resolve outages and escalating issues.
• Monitor customer enterprise infrastructure using network monitoring tools to proactively identify service outages.
• Manage service level requirements and analyze customer satisfaction metrics.
• Prepare weekly and monthly status reports using Excel and PowerPoint.

Required Skills

• 8+ years of total experience in IT support.
• 7+ years of experience in voice-based service desk support.
• 3+ years of experience in a Service Desk Lead role.
• Experience with network monitoring tools and infrastructure troubleshooting.
• Proficiency in Excel and PowerPoint for reporting.
• Proven ability to manage SLAs and service level requirement documents.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to document incident details, categorization, and prioritization codes.
• Excellent written and verbal communication skills.

Key Skills

Education

Not specified