Job Description

Area(s) of responsibility

Service Desk Transformation Leadership

• Own and drive the end-to-end transformation roadmap from a Catch & Dispatch model to an L1.5 Service Desk capable of resolving incidents and requests at first point of contact.
• Define, document, and embed Standard Operating Procedures (SOPs), Knowledge Base articles (KBAs), and Known Error Database (KEDB) entries to enable first-contact resolution.
• Conduct capability gap assessments across the team; design and execute structured upskilling and cross-training programmes aligned to the L1.5 maturity model.
• Establish measurable transformation KPIs — First Contact Resolution (FCR) rate, Average Handle Time (AHT), Ticket deflection rate, and CSAT — and report progress to stakeholders.
• Collaborate with L2/L3 resolver groups to negotiate resolution ownership boundaries, build runbooks, and progressively absorb eligible ticket categories into L1.5.
• Champion automation and AI-assisted tooling (e.g., chatbots, auto-resolution scripts, ServiceNow workflows) to reduce manual effort and scale resolution capacity.
• Implement quality assurance (QA) frameworks including call/ticket audits, coaching sessions, and continuous improvement cycles.