Key Responsibilities:
- Lead and manage a team of Service Desk technicians, providing guidance, support, and mentorship to ensure high performance and job satisfaction.
- Oversee day-to-day operations of the Asia Service Desk, including ticket management, prioritization and escalation processes.
- Monitor service levels and performance metrics to identify areas for improvement and implement strategies to enhance efficiency and customer satisfaction.
- Collaborate with other IT teams and departments to resolve complex technical issues and ensure seamless service delivery.
- Develop and maintain service desk and technical procedures, documentation, and knowledge base to facilitate efficient problem resolution and training.
- Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs for team members.
- Stay up to date with emerging technologies, industry trends, and best practices in IT service management.
- Perform regular IT audits of processes to discover areas of weaknesses and fortify them.
- Collaborate with Infrastructure on device deployment and ensure change management is followed to minimize risk to the business.
Experience required:
- Minimum of 2 years of experience in IT support, with 1 years in a leadership or supervisory role.
- Proven experience in managing and motivating a team to achieve performance targets and deliver high-quality customer service.
- Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
- Demonstrated problem-solving abilities and a proactive approach to identifying and resolving issues.
- Comfortable to work in a healthcare environment. This role will require you to take the necessary vaccines.
