Leading our Service Desk Operations, you’ll play a central role in ensuring efficient and effective 24/7 service desk operations within the data centre environment. In this position you will be responsible for leading a team of service desk professionals, optimising service delivery tasks, managing escalations, and ensuring exceptional customer support and incident resolution.
Your key responsibilities:
- Lead and manage a team of service desk operators and analysts, providing guidance, training, and mentorship to ensure high-quality customer support.
- Develop and implement service desk strategies, processes, and best practices to optimise incident resolution and service delivery.
- Oversee service desk operations, ensuring timely response and resolution of customer inquiries, incidents, and service requests.
- Monitor service desk performance and Key Performance Indicators, identifying areas for improvement and implementing process enhancements.
- Maintain incident management and service request procedures to ensure efficient incident resolution and customer satisfaction.
- Act as the point of contact for service desk-related inquiries, escalations, and incident management.
- Develop and maintain strong relationships with data centre customers, ensuring a high level of customer satisfaction.