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 escalate 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).