Responsibilities

• Oversee daily service desk activities to ensure timely response and resolution of incidents and service requests.
•  Coordinate task assignments, manage ticket queues, and ensure adherence to SLA requirements.

• Provide guidance and support to service desk staff, including onboarding, coaching, performance tracking, and escalation assistance.
• Promote a collaborative and customer-focused work environment.

• Ensure support processes, troubleshooting guides, FAQs, and knowledge base documentation are kept updated and accessible.
• Facilitate information sharing across the support team to drive consistency and accuracy in resolutions.

• Liaise with internal departments, technical teams, and external vendors to resolve complex issues, coordinate change activities, and maintain service continuity.

• Monitor service performance metrics, prepare periodic reports, and identify areas for process enhancement.
• Recommend and implement improvements to increase efficiency, service quality, and user satisfaction.

• Perform other operational or administrative duties when required to support overall IT service delivery.

Requirements

• Degree / Diploma holder in Computer Engineering or equivalent 
• Proficient in IT service management tools (e.g., ServiceNow, JIRA) and Microsoft Office applications
• Familiarity with ITIL framework and service management best practices (ITIL certification is an advantage)
• Strong leadership skills with the ability to guide, support, and motivate a service desk team Excellent analytical and troubleshooting abilities with a methodical approach to problem solving
• Clear and confident communication skills, both written and verbal, with the ability to interact effectively across user levels and technical teams
• Proactive, accountable, and able to work independently while fostering strong teamwork and collaboration
• Able to perform under pressure and manage priorities effectively in a fast-paced support environment