Service Desk SME / Shift Lead

·       Manage and supervise Service Desk team members.

·       Ensure adherence to ITIL processes and SLAs.

·       Monitor ticket queues and prioritize critical issues.

·       Provide escalation support for complex incidents.

·       Conduct regular team meetings and performance reviews.

·   &n bsp;   Maintain and update knowledge base articles.

·       Collaborate with other IT teams for issue resolution.

·       Generate and analyze service desk performance reports.

Qualifications