Duties & Responsibilities

• Supervise daily helpdesk operations and team performance
• Allocate and monitor tickets to ensure timely resolution
• Ensure adherence to SLAs and service standards
• Provide coaching, guidance, and support to helpdesk agents
• Handle escalations and resolve complex issues
• Monitor system performance and identify recurring issues
• Generate reports on helpdesk activity, trends, and performance
• Drive continuous improvement in service processes and systems
• Maintain accurate records of incidents and resolutions
• Build strong relationships with internal stakeholders

Skills and Competencies

Behavioural Competencies

• Working with People: Builds team spirit and supports colleagues
• Delivering Results: Meets service targets and quality standards
• Planning and Organising: Manages workload and priorities effective...