Description and Requirements
Key Roles & Responsibilities
Service Desk Operations
Manage daily operations of the Service Desk team. Ensure incidents and service requests are resolved within defined SLAs. Monitor ticket queues, backlog, aging, and escalation management. Ensure proper ticket categorization, prioritization, and routing. Drive first-call resolution and reduce repeat incidents. Coordinate with L2/L3 support teams for issue resolution. Incident & Problem Management
Govern Incident, Request, and Problem Management processes. Handle major incidents and ensure timely stakeholder communication. Conduct RCA reviews for critical incidents. Identify recurring issues and drive preventive actions. Ensure adherence to ITIL practices and operational governance. Team Management
Lead, mentor, and develop Service Desk engineers/analysts...