Job Purpose:
- Be responsible for leading and managing a team of Service Desk technicians to deliver exceptional technical support services and operations to our internal and external clients across the region.
- Ensuring timely resolution of IT issues, maintain high service levels and foster a culture of continuous improvement.
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.
- Asset Management – Owning the Asset Management Life Cycle of hardware for Asia, ensuring that the registers are kept up to date.
- Ensuring Business aligned KPI’s are met
