2 Ticket Management Jobs in South Wales

team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users. This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction … managing service delivery, and driving continuous improvement initiatives within the service desk function. Main Responsibilities: Management Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development. Oversee the day-to-day operations of the service desk … including ticket management, prioritisation, and resolution of IT support requests and incidents. Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes. Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure more »

computing platforms, in a customer facing, professional and courteous manner. * Ensuring adherence to company processes and SLAs/OLAs. * Responsible for own queue and ticket management. * Lead in the development of good customer service practices * Keeping abreast of current IT and solution trends, technologies, system information, problems, changes and …/2019/2023, MAC OS operating systems, FSMO roles, Active Directory, Virtual Infrastructure technologies - Hyper V, VMWare, Exchange. MDM systems (Mobile Device Management), WLAN * Basic understanding of various backup technologies, Firewall exposure - SonicWALL, WatchGuard, Cisco, LAN - Cisco, Dell * Have a Passionate, Proactive and Dynamic approach to your work. more »