Responsibilities:
- Collaborate closely with stakeholders and analyse inputs from customer satisfaction survey results
- Identify improvement opportunities through process re-design, automation development or system improvements.
- Manage a team of Service Desk Agents and Team Leaders to ensure optimal performance
- Manage duty roaster
- Ensure documentation on access control procedures, work instructions and configurations are accurately maintained
- Review and manage IT Service Desk services Service Level Agreements
- Handle customer’s feedback and ensure prompt and effective resolution
Experience:
- Diploma or Degree in Computer Science / Information Technology
- Minimum 5 years of Service Desk relevant experience in operation management of contact center / service desk
- Minimum 3 years’ experience managing Service Desk agents
- Hands-on experience on End-user Computing, Active Directory, Office365
- Good interpersonal, communication and organization skills
- Analytical and problem-solving skills with the ability to work autonomously
- Preferably ITIL Certified with knowledge of ServiceNow
