The Service Desk representatives shall be proficient in written and spoken English to provide instructions, offer advisory services, training and any other submissions as required.
Pre-requisites
• Familiar with Service Desk day to day Operation. This requirement does not include those with Customer Service Experience in a non-technical call center environment.
• To have a minimum of 3-year end-user support experience, desktop, or technical service desk. Minimally 3-year experience in leading a Service Desk team of at least 15 agents.
• To have the in-depth technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
• Experience in Situational Management to provide Ad-hoc instructions to the team.
• Experience in Gap Analysis, Productivity, Call Statistic, and Incident Trending.
• Experience in managing Complaints, identify training needs and coaching SD agents.
• Experience in Service Level Agreement (SLA) Reports, identify Service Improvement Opportunities and recommend Action plan.
SECTION A: POSITION SUMMARY
- Manage Service Desk team to deliver flawless customer service in managing incident restoration and service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to.
SECTION B: KEY RESPONSIBILITIES AND RESULTS
1. Manage and lead the Service Desk and staffs to provide 1st level technical support.
2 Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.
3. Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles.
4. Report to SD managers on any issue that could significantly impact the SLA and recommends action plan.
5. Take overall responsibility for incident management and request fulfilment (if any).
6. Ensure staffs take ownership of user’s incidents and be proactive when dealing with user’s incidents.
7. Ensure all calls and emails are logged in the Service Desk logging system as per operating procedure.
8. Allocate more complex calls and emails to the relevant IT Support member.
9. Arrange for external technical support where problems cannot be resolved within L1
10. Manage Service Quality Assessment and Coach the agents on proper handling approaches.
11. Provide Domain Briefing/ Training to new joiners.
12 Able to front Service Desk to stakeholders for clarification and enquiries.
