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About this position

The Service Desk Team Lead is responsible for leading the service desk team, managing resources, and ensuring the team's performance aligns with contractual obligations while providing support to users.

Responsibilities

• Lead the service desk team.
• Manage resources and monitor the team's work to be following the contract.
• Monitor reports and performance of the team.
• Answer calls to give advice and solve basic computer system problems for users via telephone, Email, and MS Team.
• Perform remote duties on customer machines to resolve computer system problems.
• Performs problem analysis duties and forward problems that cannot be resolved to the 2nd line support Level.
• After opening the event Customer details and problems must be entered. to record it correctly in the system.
• Follow up on solving problems for users from the beginning until the end of the process.

Requirements

• Bachelor’s degree in Computer Science/Engineering or related.
• 4+ years of experience in the role of Service Engineer or Service Desk.
• Proficient in English (able to communicate effectively).
• Experienced and familiar with ITIL Process.
• Customer service-oriented mindset.
• Knowledge of Technical windows.
• Able to travel to work easily.

Benefits