About the role:

Ensure the service desk team deliver exceptional customer service and with your guidance provide excellent results internally meeting those SLA's.

• Manage Staff Shift Roster to ensure appropriate resource coverage
• Conduct monthly team capacity forecasting and planning
• Maintain client and service desk knowledge base and documentation
• Act as an escalation point for the team and incident manager when required
• Regular review of team key performance indicators with the IT Manager to ensure they are appropriate
• Monitor and manage team assigned Service Tickets on a daily basis to ensure service level agreements are being met
• Run team meetings to cover any updates, changes and to provide a forum for feedback from the team
• Respond to and resolve customer complaints or service enquiries and take corrective action as required

Skills & experience required:

• Knowledge and experience in the operation and management of an IT Service desk
• Strong knowledge of ITIL
• Experience in people management Strong customer service delivery focus