Key Performance Area:

Duties:

Team Leadership & Management

-          Lead, mentor, and support a team of service desk agents.

-          Allocate and manage workload distribution to ensure SLA adherence.

-          Monitor and improve team performance through regular feedback and coaching.

-          Conduct performance reviews and provide development plans for team members.

-          Foster a customer-focused culture within the team.

-          Act as an escalation point for complex or high-priority incidents.

Service Desk Operations

-          Oversee the ticketing system to ensure timely responses and resolutions.

-          Monitor and report on Service Desk KPIs, such as response and resolution times.

-          Drive efficiency in ticket handling and ensure best practices in ITIL-based incident, problem, and change management.

-          Develop and maintain Standard Operating Procedures (SOPs) for the Service Desk team.

-          Ensure proper documentation of technical issues and resolutions for knowledge management.

Technical & Client Support

-          Provide hands-on technical support where necessary, particularly for escalated issues.

-          Maintain and enhance client relationships through professional and proactive communication.

-          Collaborate with other IT teams to ensure seamless IT service delivery.

-          Drive continuous service improvement initiatives to enhance end-user experience.

-          Manage and coordinate major incidents, ensuring timely communication and resolution.

Ticket Management & Workflow Optimisation

-          Ensure all tickets are categorised, prioritised, and assigned correctly within Halo.

-          Monitor ticket queues and enforce response and resolution SLAs.

-          Ensure tickets contain detailed notes, troubleshooting steps, and resolutions.

-          Implement automation and standard responses to improve ticket-handling efficiency.

-          Assign tickets effectively to the right engineers based on skill set and workload.

-          Track and minimise backlog tickets while ensuring escalations are handled properly.

-          Ensure techs follow ticket closure procedures, including customer follow-ups and documentation.

Reporting

-          Implement HaloPSA dashboard providing oversight of key components of the service desk for all clients

-          Generate and analyze weekly and monthly reports on Service Desk performance and trends.

-          Provide insights and recommendations based on data-driven analysis.

-          Ensure reports align with business objectives and client SLAs.

-          Present reports to senior management, highlighting key service metrics and improvement areas.

-          Maintain accurate records of ticket volumes, issue resolution times, and user satisfaction scores.

ISP Management

-          Communicate with customers to confirm appointments and provide updates.

-          Handle incoming service inquiries via phone, email or chat.

-          Log fault tickets with ISPs and manage escalations to ensure timely resolution of technical issues.

-          Handle LTE Booster applications

-          Conduct regular audits of ISP tracking sheet to ensure it is acurate and up to date.

-          Stay updated on industry trends and advancements in ISP technologies to inform decision-making and enhance service offerings.

Customer Feedback

-       Provide regular updates to customers with orders pending.

-       Provide regular updates to customers with faults logged.

-       Work closely with the Service Delivery team to ensure customer satisfaction at all times.

-       Ensure tickets logged by customers are kept up to date and loop is closed.

-       Log and document all customer interactions and issues in the ticketing system.

-       Ensure timely resolution of customer issues and queries.

-          Conduct follow-ups with customers to ensure satisfaction with the resolution.