Ict Service Desk Support

Must hold a Baseline Commonwealth Security Clearance Duties Lead the Service Desk team in the implementation of ITIL framework suited to business operations Manage tickets in the Service Management platform Manage the daily operations of the service desk team, including assigning tasks, monitoring performance, and ensuring quality standards.
Provide technical support and guidance to service desk staff and customers, resolving complex issues and escalating them when necessary.
Develop and implement service desk policies, procedures, and best practices.
Coordinate with other IT teams and stakeholders to ensure effective service delivery and alignment with business objectives.
Train, coach, and mentor service desk staff Manage the development of Knowledge base Articles and Scenario based scripts Provide reporting for business areas when required Required Skills Demonstrated experience leading an ICT support team Technical knowledge and ability to troubleshoot Windows 10 and 11 based systems Understanding of ITIL and how it can be utilized in real world applications General ICT technical knowledge to support staff in troubleshooting: WIFI Networks, including VPN Software applications Laptop and Desktop hardware Industry certification in the above technologies is desirable #J-18808-Ljbffr