Service Desk Lead

About the role

Mandatory - ITIL best practices around ServiceDesk, Incident & Request Management procedures. Flexible for 24x7 rotational shifts and not ready to work from the office. Cross functional collaboration with all support teams, as well as system administrators and other IT departments, to address complex technical challenges

What you'll do

• Maintain and control all SD metrics (CSLs and KPIs) across the shift (Handle times, FCR, MTTR, ASA
• Working experience on the latest RDP tools (TV, LogMeIn, Bomgar) and Ticketing tools (ITSM, SNOW, JIRA)
• Participate in team meetings and share insights to improve overall support effectiveness

What you need

• 5–9 yrs of experience
• Office 365
• Ticketing tools
• ITIL
• JIRA
• Any graduate