Lead IT Service Desk - ref. v84108003
Trinity Workforce Solutions, Inc. Quezon City
Job Description
Description
We are seeking a Lead IT Service Desk professional to oversee our IT support operations in the SEA region. The ideal candidate will have a strong background in IT support, a passion for customer service, and the ability to lead a team to deliver exceptional service.
Responsibilities- Manage and oversee the daily operations of the IT Service Desk team.
- Ensure timely and effective resolution of technical issues reported by users.
- Develop and implement processes to improve service delivery and customer satisfaction.
- Monitor key performance indicators (KPIs) and prepare reports for management.
- Provide training and support to team members on IT support tools and processes.
- Collaborate with other IT teams to ensure seamless service integration.
- Act as a point of escalation for complex technical issues.
- Maintain knowledge base articles and documentation for recurring issues.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 2-3 years of experience in IT service desk or technical support roles.
- Strong knowledge of ITIL framework and service management best practices.
- Proficient in using help desk software and ticketing systems.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Familiarity with network configurations, hardware, and software support.
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Job Description
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Summary:
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