Requirement
- Team Leadership and Management:
- Supervising and leading a team of support agents.
- Providing guidance, training, and mentorship to team members.
- Setting performance goals and conducting regular performance evaluations.
- Process Improvement:
- Developing and implementing efficient helpdesk processes and workflows.
- Continuously evaluating and improving support procedures to enhance customer satisfaction and resolution times.
- Overseeing the implementation and maintenance of support technologies, such as ticketing systems and knowledge bases.
- Communication:
- Monitoring customer satisfaction and implementing strategies to improve service quality.
- Facilitating communication between the helpdesk team and other departments within the organization.
- Providing regular updates to management on helpdesk performance and key metrics.
- Staying informed about industry best practices and emerging technologies will enhance the helpdesk's capabilities.
Requirement
- Lead the team of helpdesk engineers and provide support.
- Responsible for software and asset management (including asset disposal, commissioning, and decommissioning)
- Resolves issues related to desktop computing, software, and hardware
- Support all end-user BAU activities, such as software upgrades and the installation or uninstallation of approved software.
- Performing break-fix issues on: desktop/laptop, IT peripherals, iPhone/iPad, Windows, MAC OS, Microsoft 365, SharePoint, Mobile Device Management, VPN connectivity-related issues.
- Printer support and installation, basic network connectivity troubleshooting, Zoom telephony.
- Responsible for incident tickets and service requests are constantly acknowledged, prioritized, resolved to the agreed SLA, or ensured to be sent to resolver groups as necessary.
- Incident management for P1 to P4 tickets. Managing users’ communication and broadcast.
- Produce operational documentation and evidence for internal and external audits.
- Oversee, develop and optimize the end-user services processes and procedures to continually adapt to the changing requirements of modern workspace services.
- Continually track hardware and software licensing inventory and consumption.
