IT Service Desk
Skills
DevopsConnectorsContact CentersContinuous ImprovementData IntegritySOAPSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Strong experience in technical escalation management for Tier 3/Tier 4 issues
- Hands-on administration of CCaaS platforms such as Cisco Webex Contact Centre Genesys Cloud CX or Amazon Connect
- CRM administration experience with Salesforce Service Cloud or Zendesk Suite
- Knowledge of IVR routing queue configuration and omnichannel contact centre operations
- Experience integrating platforms using REST SOAP APIs webhooks and middleware connectors
- Ability to analyse support metrics and produce RCA PIR and performance reports
- Experience with automation data integrity and workflow optimisation
- Leadership mentoring or technical coaching experience within a support environment
- Familiarity with IT service desk operations ticketing and SLA management
Nice to have
- Analytical
- Collaborative
- Process-driven
- Customer-focused
- Detail-oriented
Day to day
- Serve as the primary technical escalation point for complex Tier 3 and Tier 4 customer issues, driving diagnosis, root-cause analysis, and permanent fixes.
- Coordinate high-pressure cross-functional war rooms with Engineering, Product, DevOps, and Customer Success to resolve critical incidents quickly and within SLA targets.
- Own and improve CCaaS and CRM platforms, optimise workflows and integrations, and deliver reporting, training, and continuous service enhancements.