Service Desk Organizer at Wragby Business Solutions & Technologies Limited in Lagos

Position Overview

Supervise the daily processes of the service desk team, making sure productive omnichannel assist dispatch, SLA adherence, and user fulfillment across all business units. This position arranges online and site assist teams, leads results tracking, ensures compliance to ITIL guidelines, and delivers high-level assist for executive users.

Primary duties

• Oversee day-to-day activities of the online and site customer care teams, making sure smooth problem solving across channels.
• Track ticket queues, key indicators, and escalation managing to meet or exceed SLA targets.
• Organize change roasters, team accessibility, and task volume balancing to guarantee 24/7 coverage where relevant.
• Fulfill the role of escalation point for sophisticated user concerns or service issues, which includes VIP user assist.
• Carry out QA checks on ticket solution, user engagements, and information repository usage.
• Coordinate orientation, development, and upskilling of service desk analysts.
• Track and documentation on key effectiveness indicators (e.g, FCR, CSAT, queue wait time), endorsing enhancements as needed.
• Work alongside IT service management, structure, and application assist teams to settle cross-operational concerns.
• Head routine huddles, system issue trend assessments, and ongoing development sessions.
• Assist development and evaluate of expertise articles, SOPs, and escalation paths.
• Advocate a user-centric service culture in sync with our business needs and digital transformation targets.

Traits & Qualifications

• Education: Bsc in information tech, Computer Science, or associated discipline.
• Expertise: 5-7 years in IT systems support, with a minimum of 2 years in a leadership or leadership position.
• Qualifications: Necessary – ITIL Foundation. Preferred – Microsoft office productivity suite Accredited, CompTIA A+, or equivalent.
• Competencies: Effective guidance, handling multiple responsibilities in high-volume environments, results tracking, ITSM competence, and clear articulation.