IT Support Helpdesk

1.

Team Leadership

• Supervise the helpdesk team (Level 1 and sometimes Level 2 support agents).
  
  
• Allocate and prioritize incoming support tickets.
  
  
• Provide coaching, mentoring, and performance feedback to helpdesk agents.
  
  
• Manage scheduling, ensuring coverage for different shifts if needed.
  
  

2.

Technical Support Oversight

• Ensure tickets are handled efficiently, professionally, and within SLAs (Service Level Agreements).
  
  
• Handle complex or escalated technical issues that junior staff can't solve.
  
  
• Maintain high standards for troubleshooting and documentation.
  
  

3.

Customer/End-User Communication

• Ensure excellent service to internal or external users.
  
  
• Follow up with users on unresolved issues or complaints.
  
  
• Communicate downtime, incidents, and updates clearly to affected users.
  
  

4.

Reporting and Metrics

• Track ticket volumes, resolution times, customer satisfaction scores, and other KPIs.
• Produce regular reports for IT managers or senior leadership.
  
  
• Identify patterns or recurring problems and suggest long-term fixes.
  
  

5.

Process Improvement

• Create, update, and enforce helpdesk policies, knowledge base articles, and standard operating procedures (SOPs).
  
  
• Recommend tools or process upgrades to improve efficiency (like better ticketing systems, chatbots, etc.).
  
  

6.

Collaboration

• Work closely with other IT teams (Network, Systems, Security) to escal and resolve major issues.
  
  
• Participate in change management and incident management processes.
  
  

7.

Training and Development

• Onboard new helpdesk staff.
  
  
• Organize continuous learning (e.g., new software rollouts, cybersecurity training).