Roles and Responsibilities
Service Desk Operations
- Lead, coach, and mentor team members to meet performance goals.
- Manage BAU and ad-hoc task assignments and ensure proper workload distribution.
- Ensure all incidents and service requests are logged, tracked, and resolved within agreed SLA/KPI.
- Oversee ticket queue on a daily basis, including unattended and aging tickets, and follow up with team members for timely resolution and updates.
- Act as the primary escalation point for high-priority incidents and requests.
- Coordinate with internal IT teams on application releases, system changes, and operational activities.
- Act as the liaison between vendor and Digital+ for operational matters.
- Provide guidance and assist in troubleshooting more complex issues where required.
- Monitor team attendance and ensure sufficient resource coverage at all times.
- Ensure proper handover of tasks during team members absence (leave, MC, etc.).
- Support onboarding and offboarding activities for end users.
- Maintain and update knowledge base documentation and ensure proper ticket documentation.
- Analyze recurring issues and highlight improvement opportunities to reduce repeat incidents.
- Provide hands-on support when required, including:
- Responding to users via phone, email, chat, or onsite support
- Troubleshooting hardware, software, and basic network issues
- Logging, updating, and escalating tickets in ServiceNow
- Supporting end-user devices such as laptops, desktops, and peripherals
- Prepare basic operational reports on ticket status and team performance.
- Attend cross-departmental meetings, training, and seminars.
End User Support – Escalation
- Provide Level 2 support for PCs, notebooks, software, IP phones, tablets, smartphones, printers, LAN/WAN, and peripherals.
- Diagnose and troubleshoot issues using appropriate IT tools.
- Escalate to 3rd-level support when necessary.
- Ensure issues are handled in line and compliance with IT standards and processes.
- Track licenses, warranties, and service agreements.
Tools and Platforms
- ServiceNow ITAM/SAM/HAM
- SCCM
- SharePoint
- Microsoft AD tools
