IT Service Desk - Remote

IT Service desk

Remote

Job Description:

Technical Escalation Management

• Serve as the ultimate technical escalation point for Tier 3 / Tier 4 customer issues, owning resolution from diagnosis through root-cause analysis and permanent fix.
• Coordinate cross-functional war rooms involving Engineering, Product, DevOps, and Customer Success to resolve critical incidents (P1/P2) within SLA.
• Conduct thorough post-incident reviews (PIRs) and produce executive-ready RCA reports with corrective action plans and timeline commitments.
• Maintain a live escalation tracker, ensuring full visibility of open issues, ownership, SLA status, and customer communication cadence.
• Develop and enforce escalation handling playbooks, severity classification matrices, and triage decision trees for the wider support team.

CCaaS Platform Ownership

• Own the technical configuration, administration, and continuous improvement of the CCaaS platform (Cisco Webex Contact Centre, Genesys Cloud CX, or Amazon Connect).
• Design and optimise IVR call flows, routing strategies, queue configurations, and omnichannel routing logic (voice, chat, email, social).
• Manage CCaaS integrations with CRM, WFM, and analytics platforms via REST/SOAP APIs, webhooks, and middleware connectors.
• Monitor real-time contact centre performance dashboards, identify anomalies, and drive rapid remediation to protect SLA adherence.
• Lead CCaaS platform upgrades, release management, and UAT cycles ensuring zero-disruption transitions to production.

️ CRM Administration & Optimisation

• Administer and customise the CRM platform (Salesforce Service Cloud or Zendesk Suite) including case management workflows, automation rules, SLA policies, and reporting.
• Design and maintain Salesforce flows, process builder automations, and Einstein analytics dashboards aligned to CX team KPIs.
• Own CRM data integrity, deduplication, field validation, and integration health monitoring across connected platforms.
• Collaborate with Sales, Marketing, and Product teams to align CRM data structures with customer lifecycle and revenue operations requirements.
• Lead CRM user training programmes, produce admin documentation, and manage tier-based access controls and permission sets.

Support Analytics & Continuous Improvement

• Define, build, and maintain CX performance reporting across CSAT, NPS, FCR, AHT, MTTR, escalation rate, and ticket deflection metrics.
• Analyse support ticket trends, contact drivers, and product feedback loops to surface actionable insights for Product and Engineering roadmaps.
• Champion the voice-of-customer (VoC) programme, synthesising escalation patterns into structured product improvement recommendations.
• Identify automation and self-service opportunities — chatbots, knowledge base deflection, AI-assisted agent tools — to reduce inbound volume.
• Conduct regular quality assurance (QA) audits of support interactions, providing structured coaching feedback to agents and team leads.

Team Leadership & Technical Enablement

• Provide technical mentorship and coaching to a team of Tier 1–3 support engineers, raising overall technical capability across the CX function.
• Design and deliver technical onboarding curricula and ongoing skills development programmes for new and existing support staff.
• Collaborate with the Workforce Management (WFM) team to ensure staffing models align with contact volume forecasts and SLA requirements.
• Partner with the Knowledge Management team to own the technical accuracy of the internal knowledge base and customer-facing help centre.
• Act as the technical bridge between the CX team and Engineering/Product — attending sprint reviews, feeding in support intelligence, and validating fixes.

Platform Integration & Tooling

• Lead evaluation, procurement, and implementation of new CX tooling including AI-powered support assistants, sentiment analysis, and predictive routing.
• Manage integrations between CCaaS, CRM, ticketing (Zendesk / JIRA), monitoring (Datadog / PagerDuty), and communication (Slack / Teams) platforms.
• Build and maintain internal automation scripts and API connectors (Python / JavaScript / REST) to streamline support workflows.
• Oversee the technical health of the support tooling stack, managing vendor relationships, licence optimisation, and contract renewals.