IT Service Desk Manager
- 6 months of contract with possibilty for conversion
- Office Location: Depot Road
- Working Hours: Office Hours
The Client
- MNC IT Company
The Opportunity
- Lead a group of Service Desk agents in providing quick response to Customer's Incident tickets and Service Request
- Coach the Service Desk agents to equip with necessary knowledge and skill to provide level 1 troubleshooting and resolution
- Monitor and manage call and ticket queue
- Oversee requests, incidents and problems. Manage and coordinate urgent and complicated support issues.
- Act as escalation point for all requests and incidents
- Develop and mature call/ticket escalation processes to ensure free flowing escalation and information
- Determine root cause of issues and communicate appropriately to internal and external Customers
- Manage process for communicating outage/ emergency activities to the internal and external Customers
- Implement the proper balance of staff and processes
- Responsible for the reporting of the Monthly Progress Report to external Customer and internal management
- Analyze performance trends and recommend solutions for any areas having downward trends
- Ticket deep dive and develop strategies for improvement
- Documents and updates procedures to improve quality of service
- Oversee staff and operations activities
- Develop service and business level agreements to set expectations and measure performance
- Manage the operating cost and office facilities
Your Background
- Diplma / Bachelor's degree in Computer Science, Information Systems, Communications or related field
- Possess leadership and people management skills
- Experience in managing a team
Interested parties please click "Apply Now" or contact Chevelle (EA Reg no: R1762272) at chevelle.tan@peoplebank.asia
Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248
EA Licence: 08C5248
