Client & project:
we are seeking a new talent to join the service delivery team where you will have the opportunity to collaborate in our client project a company that specializes in retail and financial services, providing a wide range of products and services to its customers.
responsibilities:
- as a service desk lead, you will be responsible for overseeing first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements.
- you will manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge while maintaining efficient service desk operations.
- you are expected to be a subject matter expert, collaborate and manage the team to perform effectively.
- you will be responsible for team decisions, engage with multiple teams, and contribute to key decisions while providing solutions to problems for your immediate team and across multiple teams.
- foster a collaborative environment that encourages team members to share knowledge and best practices.
- implement innovative strategies to enhance service desk efficiency and customer satisfaction.
- conduct regular training sessions to ensure the team is well-versed in the latest technologies and customer service techniques.
- analyze performance metrics to identify areas for improvement and develop action plans accordingly.
- act as a liaison between the service desk team and other departments to ensure seamless communication and service delivery.