Key Responsibilities for the Service Desk Team Leader:
- Line manage, supervise and develop the Customer Care team.
- Collaborate with various stakeholders including Sales, Project Management, and Development enhancing customer experience and products.
- Evaluate and improve customer communication as well as service desk effectiveness.
- Establish and maintain customer relationships.
- Analyse customer data to improve customer experience.
- Identify additional revenue opportunities, gaps, and enhancements through regular client engagement and reviews.
- Become a trusted advisor and advocate for customer stakeholders.
- Strong problem-solving and analytical abilities
- Intermediate knowledge of MS Office suite
- Intermediate knowledge of JIRA, Remedy, Salesforce, or similar IT service management tools
- Previous experience in software deployment or IT service management
- Consistently professional, confident, and calm attitude to challenging situations.
- Clear communication skills with a good telephone manner
- Supportive and helpful team player with a flexible and positive attitude.