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.