Ict Service Desk Support

Must hold a Baseline Commonwealth Security Clearance DutiesLead the Service Desk team in the implementation of ITIL framework suited to business operationsManage tickets in the Service Management platformManage 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 staffManage the development of Knowledge base Articles and Scenario based scriptsProvide reporting for business areas when requiredRequired SkillsDemonstrated experience leading an ICT support teamTechnical knowledge and ability to troubleshoot Windows 10 and 11 based systemsUnderstanding of ITIL and how it can be utilized in real world applicationsGeneral ICT technical knowledge to support staff in troubleshooting:WIFINetworks, including VPNSoftware applicationsLaptop and Desktop hardwareIndustry certification in the above technologies is desirable
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