Job Description :
- Dedicated onsite Lead reporting to Service Delivery Manager
- Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met
- Monitor all team members’ performance and provide necessary advice and guidance
- Organize regular meetings and trainings to share with team members new techniques and methods to fulfil the SOP’s and SLA requirements
- Perform regular check of the operations to discover areas of weaknesses and fortify them
- Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan
- Submit reports on a regular basis to the Service Delivery Manager and customer management
- Provide solution to any complex IT issues escalated by the team members
- Suggest appropriate technologies to customers to be adopted to meet present and future demands of the business
- Perform regular appraisal of team members’ performance and devise strategies to help with improvement
- Analyse and provide new ideas for service improvement
- Manage staff movement and keep track of daily attendance and activities
- Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction
- Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation.
- Support all business areas with technical expertise and provide outstanding service to end-users
- Implement and execute the SOP to ensure customer satisfaction
Job Requirements:
- Diploma or bachelor’s degree in information technology/information system/computer science. Business IT or other relevant disciplines.
- ITIL 3 or 4 Foundation Certified preferred.
- More than 5 years IT outsourcing experience with proven track records preferred
- Strong customer service focus. Self-motivated and proactive in resolving issues and identifying new opportunities on account.
- Ability to work in a team environment.
- Communicate clearly with technical and non-technical audiences, both verbally and written.
- Strong organizational skills and ability to prioritize tasks among many competing requests.
- Strong analytical and problem-solving skills, combines with the ability to provide quick resolution to problems.
- Effective interpersonal skills, both written and presentation.
- Professional attitude and demeanour.
- Possess a full and broad understanding of services including EUC, System and Network technologies.
- Technical knowledge in IT technology (EUC, System, Network, Backup/Restore).
- Strong Technical knowledge in Windows OS, Power Shell Script, etc. IT Services Management experience.
