Help Desk Technician - The Phoenix Group : Job Details

The Global Service Desk operates across multiple regions, providing a centralized point of contact for users and IT Service Management. Its primary functions include incident management, lifecycle management of service requests, and direct communication with users.

ROLE PURPOSE:

The role focuses on managing the Service Desk function to provide efficient first- and second-line technical support. This includes overseeing operations, maintaining high service standards, and ensuring customer satisfaction while driving performance and meeting service level agreements (SLAs).

KEY RELATIONSHIPS:

• Collaborates with IT Service Managers and regional support teams to ensure consistent service delivery.
• Engages with support analysts, team leaders, and technical teams to ensure seamless operations and exceptional customer service.
• Coordinates with technical delivery teams to support projects and ensure a smooth transition of applications into support.
• Works closely with other regional service desk managers.

ROLE AND RESPONSIBILITIES:

Service Support

• Manage resources effectively to meet service demands and maintain SLA adherence.
• Provide technical leadership and managerial oversight for operational staff.
• Ensure the Service Catalogue remains accurate and up-to-date.
• Monitor routine operations, analyze performance metrics, and take corrective actions as needed.

Service Delivery

• Ensure consistent and high-quality service delivery by aligning processes with ITIL best practices.
• Draft and maintain policies and procedures for incident and request management.
• Analyze incident reports and propose improvements to optimize resolution times.
• Promote the adoption of tools and methodologies to enhance service delivery.

People Management

• Train, mentor, and develop team members to enhance their technical and customer service capabilities.
• Oversee regular training programs and performance appraisals.
• Coordinate team resources to meet service demands effectively.

Risk Management

• Respond promptly to IT system compromises and mitigate potential impacts.
• Investigate security breaches and recommend improvements to control measures.
• Manage major incidents and lead post-incident reviews to identify improvement opportunities.

KEY REQUIREMENTS:

Competencies

• Proven experience managing a service desk team and meeting performance targets.
• Strong leadership skills with the ability to coach and inspire a team.
• Analytical mindset with the ability to solve problems and manage priorities effectively.
• Excellent communication skills, with the ability to convey technical concepts in business-friendly language.
• Strong commitment to delivering exceptional customer service.

Knowledge

• In-depth understanding of Service Desk operations, ITIL principles, and IT best practices.
• Familiarity with service-level agreements and key performance indicators.
• Knowledge of ITSM tools and call distribution systems.

Experience

• At least three years of experience managing a Service Desk function.
• Strong track record in data analysis and reporting.
• Experience in high-pressure, 24-hour support environments.

Qualifications

• A degree or equivalent experience is preferred.
• Relevant certifications, such as ITIL or service management qualifications, are advantageous.

NOTES OF INTEREST

• Flexibility to work outside regular office hours and participate in an on-call rotation.
• Occasional international travel may be required.
• Other duties may be assigned as needed to support overall IT service operations.

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.