Service Desk Lead Network Focused  

The Service Desk Lead is responsible for leading and facilitating an effective and efficient work flow for the group. Acts as a point person and monitors problem accounts in conjunction with the team. Trains and supports end-users and newer members of the team.

● Ensures deployment of people to handle efficiently and effectively the 24x7 technical support operation of the
WiFi Services Support team
● Provides technical product support to present and potential customers. This involves managing and directing
the team that is answering and handling customer inquiries and concerns, primarily over the telephone, e-mail,
or directly via the customer case management system. Provides records, and follows-up responses within the
Service Level Agreements (SLAs). Knows and achieves these SLAs.
● Duplicates customer issues, and if possible, solves them. Follows up on customer inquiries and issues, referring
and elevating them to appropriate internal departments/next support tier and provides full descriptions of
issues. Recommends the dispatch of field support personnel for onsite support/resolution of issues.
● Documents every interaction into the database of the customer case management system during case
resolution. Regularly reviews and conducts data analytics to drive necessary actions and service improvement
plans.
● Actively participates in quality assessment of databases and in the ease-of-use of software interfaces and
documentation. This can include testing of new databases and application software before it is released to
customers. Scrutinizes manuals, quick reference guides, and help systems for electronic products, providing
input into technical information in terms that users can understand. Develops technical and knowledge
databases for quick references when handling customers’ requests and incidents.
● Proposes technical support policy, represents the department when dealing with other divisions.
● Responsible for coordination with project and product management and regularly reports on these activities
● Takes responsibility for identifying team member’s training and development on an on-going basis.
● Coordinate the service desk team members in their daily duties of attending to clients who come to make
inquiries and facilitate good customer service culture in team members
● Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of
service delivery in the company
● Keep record of daily operations at the desk for tracking of customer needs, services rendered and future
reference
● Create a mode of operations to be adhered to by team members in order to maintain good routine and
orderliness
● Delegate specific service desk responsibilities to team members to create specialization and increase service
delivery pace
● Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in
a bid to provide more effective solutions
● Observe service desk operation techniques to determine how effective they are and implement new techniques
when old ones are ineffective.
● Manage IT end-user communications
● Spearhead the implementation of the new technologies and then teach to internal and external end-users

● Analyze system capabilities and business requirements to map end-user training requirements
● Provide demos of any new technology implemented
● Develop easy-to-understand training and support materials
● Design new training programs or adapt existing ones
● Customize and deliver training to various internal and external clients in-person, via computer based training,
and web based
● Will act as the point person to develop and deliver operational and performance report to stakeholders and
business partners
● Holds formal meetings and ad hoc staff discussions, monitoring workflow.
● Require availability for 24x7 on-call duty.
● Other job-related activities that may be assigned from time to time.