IT Service Desk - Remote

IT Service deskRemoteJob Description:Technical Escalation ManagementServe 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 OwnershipOwn 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 & OptimisationAdminister 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 ImprovementDefine, 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 EnablementProvide 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 & ToolingLead 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.