IT Service Desk Lead

Description:

Provide user support via Phone, Email and ServiceNow automated ticket channels

Track, categorize, prioritise, and monitor all incidents and request reported to the Service Centre

Monitoring call volumes and trends to identify potential major incidents and problems

Updating users on the status of their incidents and requests as they progress through the lifecycle.

Maintain ownership of logged incidents and request from receipt to closure, communicating to users the progress of all enquiries

Identify recurrent trends and advise the Problem Manager

Liaison with other Service Management Services including Problem and Change Management

Support all Service desk Incidents and requests to meet Service Level Agreements (SLAs)

Maintain a consistent high level of customer service to all stakeholders

Non-Major Incident Mgmt. - Tracking and Monitoring tickets resolution, SLA

VIP Support (including prioritisation and working with resolver groups)

Maintain Self Help capability and extend capability to cover additional requests and automated incident resolutions.

Perform initial investigation of incidents and problems and resolve all incidents that do not need to go to a second or third level support team

Follow the Cyber Security Incident Management plan when incidents arise and participate in cyber simulation exercise