As Acting ICT Desktop Support team lead, my primary responsibility is to efficiently oversee and guide the team in addressing and resolving a wide range of technical issues, customer requests, incidents, and problems. I am also responsible for coordinating effective training sessions to enhance the skills and knowledge of our team members.
Additionally, I am responsible for mentoring and coaching career-grade desktop support officers. I aim to ensure the delivery of a robust, reliable, and cost-effective technical desktop support service that aligns with customer needs and expectations as outlined in corporate service level agreements (SLAs).
December 2022 – July 2023
Role
- As the Lead ICT Desktop Support, my role is to oversee and guide the team in providing exceptional service delivery while continuously improving our performance.
- I am responsible for ensuring that our services meet and exceed both national and local performance standards and adhere to all Service Level Agreements (SLAs).
- In this position, I will develop and maintain an efficient and customer-centric desktop support service. This includes establishing clear performance standards and targets that align with customer expectations outlined in the SLAs. I will foster a culture that encourages self-service resolution of ICT issues, promoting effective solutions and empowering users to resolve problems independently.
- Collaborating with ICT managers, I will assess, develop, and implement new technology methods throughout the organisation.
- By leveraging innovative technologies, we will enhance the quality of services provided, driving improvements in efficiency and effectiveness.
- An integral part of my role is ensuring effective Service Requests and Incident management. I will prioritise resolving ICT issues within the agreed SLAs, minimizing downtime and disruption to users.
- By implementing efficient processes and workflows, we will streamline incident resolution and improve overall customer satisfaction.
- Assist the ICT Desktop Support Lead in co-ordinating all service desk and second-line support requests to meet the needs of the organisation and ensure that staff are skilled to provide an efficient support service
- To mentor and coach any desktop support officers (career grade) within the team, acting as the main contact for any training companies in the officer’s development.
- Analyse desktop support calls to assess future support requirements, develop suitable self-help material, and support documentation to best meet the requirements of the organisation
- Monitor the Desktop Support team to ensure that all support requests are logged through the call logging system and resolved within agreed service levels, where necessary the user is kept informed as to the status of their support request escalating this to either the system supplier or a specific ICT team as required.
- Analyse call logging statistics to produce reports on team performance and identify and implement changes as necessary to improve service delivery.
- Monitor the installation and configuration of all new hardware, software, and related infrastructure to ensure adherence to corporate standards and the change management process.