Service Desk Team Lead

About the role

As a Service Desk Team Lead, you will be responsible for providing high-quality technical support and IT services to our clients. You will be a crucial part of our Service Desk Management team, specializing in Help Desk & IT Support.

What you'll be doing

• Provide efficient and effective troubleshooting and resolution of client IT issues
• Respond to and manage incoming support requests through various channels
• Diagnose and resolve software, hardware and network-related problems
• Escalate complex issues to the appropriate team or department for further investigation
• Maintain detailed records of all support activities and resolutions
• Assist with the implementation of new IT systems and technologies
• Contribute to the continuous improvement of our IT support processes and policies

What we're looking for

• Minimum 5 years of experience in a technical support or service desk role
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal abilities to liaise with clients
• Working knowledge of common hardware, software, and network technologies
• Ability to priorities tasks and work efficiently under pressure
• Commitment to providing exceptional customer service
• Relevant certifications in IT support or customer service would be an advantage

What we offer

At Bastion, we are committed to fostering a positive, inclusive, and supportive work environment. Our benefits package includes competitive remuneration, opportunities for career development, and a range of health and wellbeing initiatives. We value work-life balance to support our employees' needs.

About us

Bastion is a leading provider of innovative payment solutions for businesses of all sizes. With a strong focus on security, reliability, and customer service, we are dedicated to empowering our clients to grow and succeed in the digital economy. Join our dynamic team and be a part of our exciting journey as we continue to push the boundaries of payment technology.