Position Overview
Job Description
- Manage service desk team and provide first level technical support
- Respond to support queries via phone, email, and remote desktop tools
- Act as escalation point for unresolved cases
- Promote customer service ethic and service management principles
- Report significant issues to service desk managers
- Take responsibility for incident management and request fulfilment
- Ensure staff take ownership of user problems proactively
- Ensure all calls and emails are logged in service desk system
- Allocate complex cases to appropriate IT support members
- Arrange for external support when issues cannot be resolved at L1
- Manage service quality assessments and coach staff
- Provide domain training to new joiners
Qualifications
- Diploma with minimum 3 years of end-user support or service desk experience
- At least 1 year of team leadership experience