IT Service Desk Team Lead

The main responsibility to manage the transition of IT service desk operations mainly on knowledge transfer and hyper care. IT involves process of transferring relevant knowledge from experienced team members to new or less experienced team members. Hyper Care Support involves intensive support provided after the system GO-Live. It ensures that any issues or challenges faced by users in the early stages are addressed promptly. During this phase, the IT service desk focuses on providing rapid, high-priority assistance to resolve any bugs, technical problems, or other user concerns.

**The roles involves key task as below:

- **

**1. Documenting Procedures and Processes**
- Creation of Knowledge Base Articles: Ensure all standard operating procedures (SOPs), troubleshooting guides, and incident management steps are documented and stored in a knowledge base.
- Updating Existing Documentation: Regularly review and update existing articles to reflect changes in processes, technologies, or systems.

**2. Onboarding New Team Members**
- Training on Tools and Platforms: Introduce new hires to ticketing systems, communication tools, and any other software used in the service desk environment (e.g., ITSM tools like ServiceNow, JIRA).Shadowing Experienced Agents: New team members often need to shadow experienced agents to understand how to handle different scenarios, such as ticket escalation, customer communication, and troubleshooting.

**3. Knowledge Sharing Sessions**
- Regular Knowledge Sharing Meetings: Schedule recurring meetings where senior staff can share knowledge, new updates, best practices, or lessons learned.
- Cross-functional Training: Facilitate training across different IT teams (e.g., network support, system administration) so service desk staff understand how various IT operations work together.
- Post-Incident Reviews: After major incidents or outages, conduct knowledge transfer sessions to ensure the team is prepared for similar future situations.

**4. Ensuring Knowledge Retention**
- Maintaining Knowledge Repositories: Make sure that all knowledge, procedures, and documentation are easily accessible and well-organized in a centralized location.
- Reviewing the Effectiveness of KT: Periodically assess the effectiveness of the knowledge transfer process by reviewing incident resolution rates, the effectiveness of troubleshooting, and feedback from staff.

**5. Continuous Improvement**
- Identifying Knowledge Gaps: Continuously monitor the knowledge gaps in the team, ensuring that all issues and new technologies are appropriately documented and taught.
- Feedback Mechanisms: Encourage feedback from both new and experienced agents regarding the usefulness of KT sessions and knowledge resources.
- Iterative Improvement: Adapt training and knowledge transfer materials based on feedback and emerging trends in technology, tools, or internal processes.

**6. Escalation Management**
- Guidance on Escalation Protocols: Teach agents the procedures for escalating tickets that they cannot resolve, including identifying when and how to escalate.
- Critical Incident Handling: Share knowledge on how to manage high-priority incidents, including customer communication, managing expectations, and coordinating with other IT teams.

**7. Collaboration with Other IT Teams**
- Liaison with Development or Infrastructure Teams: Regularly communicate with other technical teams to stay updated on system changes, software updates, or new tools that may impact service desk operations.
- Creating and Sharing Solutions for Common Issues: Work closely with other IT teams to develop solutions for common technical problems, ensuring service desk agents can address these quickly.

**8. Creating and Evaluating Performance Metrics**
- Evaluating Knowledge Transfer Effectiveness: Use KPIs such as first call resolution rate, average handle time, and customer satisfaction to gauge the success of knowledge transfer activities.
- Regular Testing: Conduct knowledge checks or quizzes for agents to test their understanding and retention of knowledge, ensuring the KT process is effective.

**IT Service Desk Hyper Care Support responsibility includes**:

- **1. Proactive Monitoring**
- Continuous monitoring of the new system or service to identify potential issues before users report them.
- Identifying performance bottlenecks, security risks, and any other areas that might require attention.

**2. Priority Handling of Support Requests**
- Handling any issues that arise with a sense of urgency.
- Ensuring that critical issues are resolved within a very short time frame, often in a few hours or days.

**3. Issue Resolution & Root Cause Analysis**
- Resolving any technical issues quickly and efficiently, often requiring additional troubleshooting and issue analysis.
- Conducting root cause analysis on recurring issues to prevent them from happening in the future.

**4. Feedback Collection**
- Gathering user feedback on any pain points, diffi