SERVICE DESK AND INCIDENT MANAGEMENT

• Supervise and coordinate IT service desk operations, ensuring prompt resolution of incidents and service requests according to established SLAs and OLAs.
• Ensure efficient escalation of unresolved incidents to higher-level support or specialized teams.
• Maintain a customer-centric approach, ensuring user satisfaction with IT support services.
• Service Delivery and Performance Monitoring
• Monitor service delivery to ensure compliance with SLAs and KPIs, and report on service performance to senior management
• Analyze trends in incidents and service requests to identify recurring issues and recommend improvements
• Support continual service improvement initiatives by researching best practices and proposing enhancements to IT services and processes

Please refer the Job description for details