Combines the know-how of tech support with problem solving and customer service. You will also work with back-office teams to handle escalations. You should be customer-focused, prioritizing customer satisfaction.
- Vigilantly monitor and ensure adherence to KPIs and SLAs for the Global Service Desk, maintaining operational excellence
- Perform technical escalation to onsite team for the IT issues
- This includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations
- Provide and present insightful monthly KPI reporting, trend analysis, and generated ad-hoc reports for IT management/ users
- Effectively record and monitor progress of all incidents and service requests raised into ServiceNow
- Follow-up on fixes for escalated issues
- Supervise and oversee daily operations
- Lead the team for Continual Service Improvement initiatives, identifying and implementing service optimization strategies
Requirements:
- Diploma/Degree in Computer Science, Information Technology, Software Engineering with minimum 3 years of relevant experience in operation management of contact centre / service desk
- Minimum 3 years of experiences in a Service Desk Lead role
- Troubleshooting and problem-solving skills
- Excellent customer service support experiences
- Independent, resourceful, result-oriented individuals with a "can-do" attitude
- Preferably ITIL Certified, knowledge of ServiceNow
- Candidates with extensive experiences may be consider for a manager role
Please send your detailed resume in MS Word format to : [email protected].
Stating your notice period / earliest available commencement date, current & expected salaries.
