Overview

As a Service Desk Team Leader , you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. You also supervise the activities of all the members to ensure that they deliver excellent customer service and provide customer guidance.

Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone, email, or chat for customer’s end users
• Route problems to internal 2nd and 3rd level IT support staff
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
• Administer and provide User account provisioning
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
• Provide level 1 remote des...