Job Responsibilities:

• Lead the day-to-day activities of the Service Desk Team, ensuring effective and efficient service delivery.
• Act as the primary point of contact for client escalations, especially while on site, ensuring prompt and professional resolution.
• Support the Service Desk Manager in reporting on team performance, incidents, and problem progression.
• Ensure adherence to processes for Major Incident Management and Incident reporting.
• Assist in the successful transition of new clients and internal processes into Service, following agreed transition processes.
• Maximise the benefit from available toolsets and resources.