Live opening · Posted 6 days ago
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Area(s) of responsibility
Service Desk Transformation Leadership
Own and drive the end-to-end transformation roadmap from a Catch & Dispatch model to an L1.5 Service Desk capable of resolving incidents and requests at first point of contact.
Define, document, and embed Standard Operating Procedures (SOPs), Knowledge Base articles (KBAs), and Known Error Database (KEDB) entries to enable first-contact resolution.
Conduct capability gap assessments across the team; design and execute structured upskilling and cross-training programmes aligned to the L1.5 maturity model.
Establish measurable transformation KPIs — First Contact Resolution (FCR) rate, Average Handle Time (AHT), Ticket deflection rate, and CSAT — and report progress to stakeholders.
Collaborate with L2/L3 resolver groups to negotiate resolution ownership boundaries, build runbooks, and progressively absorb eligible ticket categories into L1.5.
Champion automation and AI-assisted tooling (e.g., chatbots, auto-resolution scripts, ServiceNow workflows) to reduce manual effort and scale resolution capacity.
Implement quality assurance (QA) frameworks including call/ticket audits, coaching sessions, and continuous improvement cycles.
Work arrangement
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