Lead Service Desk Analyst

The Lead Service Desk Analyst is responsible for the smooth running of the Service Desk under the strategic direction of the End User Support Manager. This role drives consistent service quality, efficient resolution of tickets and a culture of continuous improvement, working closely with the problem and change managers. The role ensures effective day-to-day service delivery by coordinating staff, resources, and processes to meet service level agreements (SLAs) and user satisfaction targets.

Must Have

• Responsible for the smooth running of the Service Desk.
• Drives consistent service quality.
• Ensures efficient resolution of tickets.
• Fosters a culture of continuous improvement.
• Works closely with problem and change managers.
• Coordinates staff, resources, and processes for day-to-day service delivery.
• Meets service level agreements (SLAs) and user satisfaction targets.

The Lead Service Desk Analyst is responsible for the smooth running of the Service Desk under the strategic direction of the End User Support Manager. This role drives consistent service quality, efficient resolution of tickets and a culture of continuous improvement, working closely with the problem and change managers. The role ensures effective day-to-day service delivery by coordinating staff, resources, and processes to meet service level agreements (SLAs) and user satisfaction targets.