Service Desk Management: Oversee the operations of the IT service desk, including incident management, service request fulfillment, and problem resolution.
Ticket Management: Monitor and prioritize incoming service requests and incidents using our ticketing system.
Technical Support: Provide first-level support to end-users, troubleshooting software and hardware issues and resolving technical problems in a timely manner.
Escalation Management: Escalate complex technical issues to appropriate teams or vendors for resolution, ensuring SLAs are met.
User Training: Conduct training sessions and create documentation to educate end-users on IT systems and best practices.
Process Improvement: Continuously evaluate and improve IT service desk processes and procedures to enhance efficiency and customer satisfaction.
Reporting: Generate reports on service desk performance metrics, such as ticket resolution time and customer satisfaction scores.
