Job Description Join Our Dynamic Service Desk Team! Are you looking to advance your career in a vibrant and fast-paced organisation? If so, this may be the perfect opportunity for you! We’re seeking an enthusiastic and dedicated individual to join our diverse Service Desk team, committed to delivering exceptional customer support while adhering to the Service Level Agreements (SLAs) outlined in our client contracts. As a Service Support Lead, you will play a crucial role in overseeing customer support tickets, ensuring prompt response times, efficient ticket allocation, and successful resolutions. Your focus on continuous improvement will help us enhance our productivity and customer satisfaction. Key Responsibilities: In this role, your duties will include, but are not limited to: Taking ownership of all customer tickets assigned to your Service Desk team, ensuring that contractual SLAs are consistently met. Reviewing tickets to ensure accurate and sufficient information is recorded, facilitating smooth progression. Prioritising, managing, and monitoring ticket status to prevent delays. Investigating escalated tickets and recalls to address issues effectively. Ensuring timely updates in our ticket logging system and making courtesy calls to customers. Maintaining professional relationships with clients, addressing all inquiries promptly. Following company procedures to log and investigate complaints, collaborating with customers and Account Managers. Handling opportunities and sales leads in accordance with company policies. Monitoring ticket queues to ensure efficient flow and resolving any stalled tickets promptly. Highlighting issues to Service Desk Team Leads or the Manager in cases of complaints or SLA failures. Proactively reviewing and analysing statistics, reporting any areas of concern to the Service Desk Manager. Ensuring all interactions—internal and external—reflect professionalism and a positive customer service ethos. Identifying trends and recommending improvements for better working practices. Performing any other duties within the scope of the role as needed. What We’re Looking For: The ideal candidate will have: A background in a support desk environment. Proficiency with Microsoft Office applications. A genuine commitment to delivering first-class customer service. Excellent communication skills and a friendly telephone manner. Strong administrative experience; prior experience in a similar role is a plus. Understanding of telecom definitions is beneficial but not mandatory. Customer Service: ServiceNow: Preferred