Service Desk Expert (Team Lead) – PJ
|Industry||IT / Telecommunication|
Monday - Friday 8am - 5.30pm
・Service Desk , Helpdesk , IT Technical ( Troubleshooting , Team Lead)
・Manages resources and workload effectively (including performance reviews, personal development plans, and absence management)
・Owns and accepts personal responsibility for customer problems, champions customer issues to resolution ,Builds and enhance client strong relationships
・Technical Capability. Works within a team as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
・Clients are Global Client
・Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
・Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for agents to resolve service delivery issues. Monitors performance through statistical reporting and analysis.
・Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
・Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate. Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
・Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. May have team leader responsibilities and duties.
・Business Awareness knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business.
・Operational Support. May support process managers and service delivery managers with ad-hoc tasks, i.e. internal asset management, information distribution, special project preparation
・Reporting - collects and evaluates relevant reports and escalates non-conformance
・Investigates and analyses data following alerts and complaints. Produces specific reports as required by management.
・Monitoring Service Delivery. Measures performance of service delivery against operational level agreement or service level agreement. Reports any divergence from acceptable plan and escalates to appropriate authority.
・Minimum 3 year of experience, more is an added advantage. Showcase good
・interpersonal skills for customer relations
・Must be Mandarin Speaker
・ITIL Foundation Certificate in Service Management or v3 equivalent.
・Ability to work under pressure
・Must be knowledgeable about service desk system and IT tools
・Must have good judgment in handling serious customer problems.
・Skills in developing individuals, teams and the business