Introduction
The Helpdesk lead role will leadership to the helpdesk providing L0/L1 support across IT, HR, Payroll, and Facilities. Resolve issues using the Knowledge Base (KB) or reassign and follow up with internal departments until completion. This is a non-technical, process-driven ownership role.
Responsibilities
- Provide guidance and training to Helpdesk team and adhere to KPIs/SLAs.
- Escalation for all departments as it relates to the Helpdesk.
- Knowledge-Based Resolution: Solve queries (IT/HR/Payroll/etc) using standard documentation for One-Touch fixes.
- Ticket Ownership & Escalation: Reassign undocumented issues to specialized Resolver Groups.
- Proactively follow up with departments to ensure tickets are closed within SLA; keep employees updated.
- KB Maintenance: Identify knowledge gaps and help document new solutions for the shared repository.
- Operational Support: Perform data entry and administrative audits during off-peak hours.
Requirements
- Good stakeholder management and negotiations skills.
- Good people skills and ability to show empathy.
- Good organisational skills with the ability to manage multiple tasks simultaneously.
- Strong communication skills to effectively interact with employees at all levels.
- Experience with ticketing systems, knowledge base articles and MS Office 365.
- Background in support or hospitality preferred.
