Responsibilities
- Manage daily operations of the IT Service Desk, including ticket sorting, workload prioritization, queue oversight, escalation tracking, and coverage coordination.
- Ensure all incidents and service requests are processed professionally, consistently, and aligned with defined service levels, business needs, and organizational standards.
- Support end-to-end management of incidents and requests, from logging to resolution, with accurate categorization, assignment, updates, and closure.
- Monitor unresolved tickets, overdue actions, and escalation thresholds to ensure timely communication and maintain service quality.
- Encourage consistent application of IT service management practices across the Service Desk, covering incident, request, problem, change, and knowledge management.
- Collaborate with technical teams and leadership to refine support workflows, clarify responsibilities, standardize procedures, and enhance service delivery maturity.
- Evaluate ticket quality, classification, prioritization, SLA compliance, backlogs, escalations, and service trends to identify areas for improvement.
- Contribute to service reporting, operational reviews, and improvement discussions to increase visibility into Service Desk performance and business outcomes.
- Identify frequent incidents, common user challenges, and service bottlenecks, and collaborate with teams on root cause analysis and corrective measures.
- Ensure the Service Desk is informed of upcoming changes, outages, and business impacts, and maintain up-to-date knowledge articles, troubleshooting guides, known-error records, and support instructions.
- Support accurate and evolving service catalog entries, request types, approval workflows, assignment groups, fulfillment steps, and standard operating procedures.
- Identify opportunities to streamline, standardize, or automate routine Service Desk tasks where feasible.
- Promote high-quality customer service, including clear communication, regular ticket updates, prompt follow-ups, and professional handling of escalations.
- Act as a liaison between end users, business units, technical teams, and IT leadership to enhance the overall support experience.
- Track and advance service improvement initiatives based on ticket patterns, SLA violations, recurring issues, user feedback, audit results, and operational risks.
- Propose practical enhancements to reduce repeat incidents, improve first-contact resolution rates, increase knowledge utilization, and boost Service Desk efficiency.
- Ensure accurate and consistent use of the ITSM platform, including ticket data integrity, queue management, assignment logic, templates, dashboards, reporting inputs, and process compliance.
- Promote thorough documentation of actions taken, resolution details, and communications with users.
- Assist in major incident coordination by supporting impact assessment, escalation paths, stakeholder updates, Service Desk readiness, and post-incident review follow-up.
- Ensure the Service Desk is prepared to respond effectively to high-impact incidents, scheduled outages, and urgent operational events.
Work Arrangement
Remote (Country) — Pacific region
