Service Desk Team Lead

Must have: Minimum 3-5 years' experience in a Service Desk / IT Support in a global organization

Key Skills:

• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
• At least 6 to 12 months of Prior experience as an Operations SME/Shift lead or other management roles with IT Service Desk environment. Familiar with CMS and call management queue.
• In-depth knowledge of Service Desk SLAs/KPIs.
• ITIL knowledge
• Understanding of Windows X operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
• Excellent time management skills and ability to work under pressure

Key Accountabilities:

• Monitors open tickets for service level breaches
• Identifies potentially major problems
• Uses established procedures, guidelines, and standards
• Responds to changing business needs by recommending new ways to handle new issues
• Monitors the direction of appropriate incident tracking processes to be followed by team
• Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
• Conducts leave and resource management for each queue
• Handles escalated calls
• Implements SIP and CIP
• Conducts quality audits, coaches, and mentors the team members
• Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
• Attends the monthly quality meeting and Service Now Remedy Resolver Group Team Leads

Why Join Us?

✔ Career Growth & Development Opportunities

Interested? Apply Now!

Send your details and CV via Viber at 0917 132 4260 with the following:

• Full Name:
• Contact Number:
• Email Address:
• Educational Attainment & Course:
• Address/City Location:
• Currently Employed? (Y/N):
• Total Related Work Experience:
• Length of Most Recent Experience:
• Expected Salary:
• Willing to work onsite in Eton Centris, Quezon City? (Y/N):