Accountabilities

• Monitor live tickets throughout the day and enforce SLA and KPI requirements to maintain service performance, responsiveness, and customer satisfaction.
• Provide technical and procedural escalation support to Service Desk Analysts, resolving complex issues and helping teams progress incidents efficiently.
• Perform hands-on troubleshooting across end-user devices, systems, applications, infrastructure, and connectivity while responding to phone, email, and web-based requests as required.
• Coach, mentor, and provide real-time guidance to Service Desk Analysts, helping develop technical capabilities and improve individual and team performance.