Description

Lead voice-based service desk operations and manage end-to-end incident resolution for enterprise infrastructure.

Responsibilities

• Proactively and reactively monitor network infrastructure using specialized tools to identify and document outages.
• Coordinate with third-party vendors and internal IT teams to resolve escalated technical issues and service disruptions.
• Own the incident lifecycle by logging, categorizing, and prioritizing service requests while keeping users informed of progress.
• Monitor service level requirements to ensure strict compliance with established SLAs.
• Prepare weekly and monthly status reports to track service performance and customer satisfaction metrics.

Required Skills

• 7+ years of experience in voice-based service desk support.
• 3+ years of experience in a Service Desk Lead role.
• Proficiency in Microsoft Excel and PowerPoint for reporting and documentation.
• Experience with network monitoring tools and troubleshooting hardware, software, and telephone infrastructure.
• Strong analytical and critical thinking skills for pinpointing service outage components.
• Ability to read and implement technical literature and documentation.
• Excellent written and verbal communication skills for cross-departmental coordination.

Preferred Skills

• Maintain and update internal knowledge bases and process documentation to ensure all procedures remain current.

Key Skills

Education

Any graduate