This role will be providing first level IT technical support on this critical public facing system and needs to be up 24x7x7. The focus of your role will be to follow documented processes to achieve high resolution rates within defined service levels (99.95% availability and 100% response and resolution SLA). We are looking for someone who is passionate about providing their customers with a high level of service and support.
Job Description
Build a cohesive 24x7 team and manage people effectively which includes :
- Recruit, train and support service desk representatives and technicians
- Coach & develop the team by monitoring team members' training & knowledge. (including Onboarding, training, knowledgebase, etc)
- Perform bi-annual assessment ensure high team's performance
- Review shift handover checklist and stay on top of team daily activities.
- Set the direction of the team with thorough understanding of the strategic vision for the service desk
- Align the team with written processes and standards to ensure operational consistency
- Encourage collaboration & engagement, promote no blame culture & transparency. This to ensure the team stays on top & informed
- Constantly review, plan and prioritise the short-term goals of the team to achieve the vision set. Eg: KPI: Service Desk Entry Error < 10% or 1st call resolution target or training service desk to be able to do early detection.
Ensure the team delivers excellence customer service (timely and accurately) hence reduce incidents & improved resolution time.
- Delivery, with the full ownership and responsibility of, the 24 hour service desk operations, to agreed SLA performance levels.
- Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations & set customer service standards.
- Oversees follow ups with customers to ensure timely case attention, resolution, escalation and closure, so that SLA is met.
- Ensure the team support & coordinate with Support teams (both internal & external) in incident/problem investigation and resolution to satisfy customer queries.
- Train the team to identify incident trends in order to elevate incidents in accordance with standard operating procedures. (Actively monitor incident & alert trending, always escalate timely and accurately.)
- Make sure the team contribute and submit knowledge request if found lacking in the knowledgebase.
- Communicate with executives and business stakeholders to ensure
Actively initiate and explore opportunities for improving support processes, productivity, reliability and stability and performance of systems and operations
- Provide customer feedback to the appropriate internal teams for better product/system improvement.
- Proactively logs, tracks, analyzes and evaluates inquiry/problem reports and makes recommendations to
- avoid or reduce incident recurrence.
- increase first call resolution.
- Improved problem resolution time
- Provide detailed best practice Service Desk reporting & dashboard to include Operational Performance, Continual Service Improvement and Trend analysis. (Trend analysis skill is mandatory)
Requirements
- Degree in Computing / IT discipline
- Proficient level of Data analysis skill (Power BI preferred)
- Experience with ITIL methodology (Certification in ITILv4 preferred)
- Experience with call tracking / ticket management system dashboard & reporting (ServiceNow Certification preferred)
- Experience of working in complex, high pressured environments within a 24-hour service structure
- Experience with automation and scripting
- Customer-service oriented with strong problem-solving attitude
- Solid technical background with an ability to give instructions to a non-technical audience.
- Strong leadership skills to coach and mentor
- Strong interpersonal skills for interacting with team members and clients.
- May need to do emergency cover – 12-hr shift including PH and Weekends.
- Must be Singaporean as candidate due to nature of the job and would need to pass the client's security clearance
- Fully Vaccinated
