Deputy Shift Leader, Service Desk Support Engineer

- Lead and coordinate the activities of a team of service desk technicians, ensuring that all incidents and service requests are logged, prioritized, and resolved promptly. - Mentor, guide, and provide on-the-job training to junior technicians, serving as the point of escalation for complex or high-priority incidents. - Serve as the primary point of contact for IT-related inquiries and incidents from end users via phone, email, or ticketing system, ensuring adherence to IT service management best practices, including SLAs and ITIL guidelines. - Collaborate with other departments and IT teams to resolve complex issues and improve service delivery. - Document all support requests and resolutions in our ticketing system, ensuring accuracy and completeness, and perform quality assurance checks on support tickets to ensure thoroughness. - Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency. - Monitor system alerts and perform routine checks to ensure IT services are running optimally, all while adhering to our Security Policies. - Maintain effective communication with end-users, keeping them informed of the status of their incidents and requests. - Monitor performance metrics to ensure the team meets established service level agreements and provide detailed shift reports to highlight team performance and common issues. ###