Team Lead Service Desk

Job Purpose Effectively managing, developing, and supporting the Service Desk provision across EITC organization. Ensuring that the Service Desk performance provides a consistent and effective colleague experience, best supporting the business needs and based on delivery to agreed SLAs and KPIs Key Accountabilities Oversee the day-to-day operations of the Service Desk ensuring a high level of quality of colleague satisfaction. This includes front line incident and request management. Lead, motivate, coach and further develop the technology Service Desk team. Lead the team to identify and develop innovative solutions to improve the technology experience across the Functional units. Manage and communicate SLAs to key stakeholders. Proactively provide reporting, metrics and insights for stakeholders, which includes analyzing data/usage of applications, incidents and requests to identify problems and proactively reduce incidents and request volumes. Drive continuous improvement opportunities across the team to further optimize service delivery, service levels, and colleague satisfaction. This includes actively seeking opportunities for automation and process efficiencies. Ensure relevant legislative and organizational requirements are met; keep up to date on all key changes to relevant regulations. Qualification, experience and skills 5 years of experience managing service desk and team Good understanding of IT solutions Monitor tickets to ensure resolution Strong with Windows and Active Directory HPSM, CRM & Beyond Trust ticketing system Manage all endpoints including PC’s, laptops, MAC, printers and mobile Experience with remote access, Netscaler VPN, Citrix, Share Point ITIL V4 Foundation certified. Ability to work with vendors. Bachelors of Engineering (B.E) in electronics & communication #J-18808-Ljbffr