Morgan McKinley is partnering with an IT Service Provider for a Help Desk Lead role.
Job Description:
- Support Helpdesk manager in daily operations and reporting
- Monitor real-time operations and agent performance
- Collaborate on training, coaching, and compliance
- Provide leadership for Contract SLA achievement
- Conduct regular meetings for updates and engagement
- Maintain knowledge base and resolve customer complaints
- Optimize roster for resource utilization and coverage
- Escalate issues promptly, communicate policies, and provide feedback
- Handle level 1 escalations, ensuring issue resolution with users
- Inspire agents to embody corporate values for excellence and teamwork.
Desirable Experience / Criteria:
- 3 to 5 years of work experience in the related field is preferred for this position.
- Strong time management skills and motivation to exceed expectations.
- Must be a strong communicator with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar, and articulation).
- Degree or diploma in any discipline.
- Good knowledge and understanding of top-class customer experience.
- Passionate about how customer service can contribute to the success of any business.
- Excellent written and verbal communication and interpersonal skills to coach, train and assist team members
Interested candidates may apply through the application system or send it to [email protected]. Shortlisted candidates will be notified.
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Morgan McKinley Pte Ltd
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