JD
Desktop Team Lead role is responsible for providing leadership support and direction of the daily activities of Desktop Support & Asset Management teams. The position oversees, delegates, an participates in the diverse job tasks of the Desktop Support including but not limited to, hardware and software, printers, projects, and related IT equipment. Position may also participate in projects as needed in the support organization.
Lead and manage the daily operational Service Support and assist the respective Service Towers on the NEC Managed Services outsourcing client and customers’ businesses • Required to plan teams daily, monthly schedule, project schedules and monitor the yearly leave plans. • Responsible for account services and prioritization of work requests for customers, as well as to integrate new, enhanced and existing service offerings for the account • Ensure effective implementation and adhere to processes of customers such as Incident and problem management. • Monitor and ensure the service delivery and Service Level Agreements meet NEC obligations • Identify, implement and drive service improvements to enhance customer satisfaction • Involve in Change Management and resource forecasts to ensure effective delivery of end-to-end services; interpret and plan on-going projects and workload forecasts • Provide relevant reporting and trend analysis statistics to pro-actively support and improve the customers’ businesses • Attend regular customer and internal meeting
• Degree/Diploma in Engineering/Computer Science/ IT • Minimum of 5 years’ experience in a technical service role • Possess IT skills in MS Windows, desktop hardware and network environments • Ability to lead, analyse, diagnose and resolve account service issues • Strong organizational and interpersonal skills and customer oriented • Effective verbal and written communication skills • Independent and results oriented • Must be a team player that committed to his team • Experience working within an IT Outsourcing and/or organization • Possession of industry certifications such as A+, N+ and/or MCSE/CCNA will be added advantage • Normal working hour, 9am-6:30pm, weekday • May require to support during non-working hours, project support and or weekends and as and when required.
