Oversee the day-to-day operations of the service desk, including call management, incident management and request fulfilment.
Develop and implement a comprehensive end user services and service desk strategy aligned with the organizations business objectives.
Develop and implement strategies to empower end-users and reduce service desk incidents.
Lead the development and/or implementation of self-service portals and automation tools to enhance end-user experience.
Build and lead a high-performance service desk team, fostering a culture of customer service excellence.
Provide leadership and mentorship to the service desk team, fostering career development and growth.
Drives continuous improvement initiatives to enhance service delivery efficiency and effectiveness.
Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) to measure performance and productivity.
Collaborate with relevant partners, entities, and stakeholders to ensure seamless service delivery and incident resolution.
Manage service status, escalations, track major incidents and service issues. Coordinate updates to management and manage communications to users
Participate in EUC projects including Tech Refresh and Windows Base Release upgrade.
Proactively engage internal business and other stakeholders to identify opportunities to improve digital workspace and employee experience.
Develop automation scripts to optimise endpoint performance, deployment and maintenance.
Skills Required:
Possess interpersonal and communications skills through written and oral communication required to effectively interface with stakeholders and management.
Active listening skills, situational awareness and attention to details.
Strong cognitive skills to handle the steep learning curve required in our complex environment.
Strong analytical skills to process multiple channels of information and ability to make the correct judgement.
Willing and able to work shift hours that include weekends.
Works well under pressure, ability to multi-task and adapt to changing circumstances.
Works independently with minimal supervision.
Self-motivated individual with positive attitude that can accept unforeseen challenges, crisis and sometime disruptions to work life and personal life as part of the role.
Preferably with experience in major incident management, knowledge of banking services and ITIL trained.
Experienced with service desk ticketing systems and IT service management tools.
