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Service Desk Team Lead

Location: 

Philippines, 00, PH

Profile:  User Management
Required experience: 
Working mode: 
  • Manage the Service Desk and staff to provide 1st level technical support including level handling remote support
  • Act as a further escalation point for unresolved or escalated calls
  • Take on a wider customer service role and promote the customer service ethics to maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Report to senior managers on any issue that could significantly impact the business and/or the client
  • Take overall responsibility for incident management and request fulfilment on the Service Desk
  • Ensure staff take ownership of user problems and be proactive when dealing with user issues
  • Ensure all calls are logged in the Service Desk logging system
  • Respond to inquiries from clients and help them resolve any hardware or software problems
  • Provide regular reports related to tickets depending on the requirement including SLA performance
  • Monitor, evaluate and assess all service delivery performance metrics applicable to Service Desk team
  • Ensures quality output of Service Desk in terms of ticket handling and customer service
  • Ensures knowledge management systems and documentation are kept up to date
  • Identify continuous service improvements in the Service Desk including creation of process documentations in aid of the operations
  • Regularly report service improvements implemented and recommend actions to further improve performance and service delivery
  • Increase the availability of self-help capability, and help in the documentation for common issues across Service Desk
  • Responsible for providing/extracting Customer Satisfaction Survey report on a regular basis
  • Aid on root cause analysis (RCA) on any escalations raised by the client
  • Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritizing and allocating workflow
  • Organizes and plans for the schedule of the team 

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