Service Desk Team Lead

Shift Lead: Service Desk Operations

• Desired Skills & Experiences

1. Manage and Support Daily Operation

• Live Queue Monitoring (Chat/ Call/ Tickets (SS & Emails)
• Making sure chat and calls are picked up and answered
• Manage agent AUX/ Breaks
• Daily manpower status check and arrangements, make sure agent adhere to roster accordingly

1. End to End shift management

• Shift handover (shift Wise internal)
• Outages and maintenance reporting (if any)
• Co-ordinate with SD L2 Team for Outages, VIP Tickets, escalated Tickets which need immediate attention
• Report analysis (Daily ticket, chat, calls, emails)
• RTO at the start of shift
• Production Support - Handle Live Calls/ Chat /Tickets on requirement basis as backup to MC/AL/Shrinkage/ Attrition resources

1. People management

• Agent on leave, on MC should be informed accordingly and reported
• Team morale / Team management

1. Employee performance and productivity Management

• Quality check and review (tickets, chat, email, calls, agent activities/ AUX, punctuality/ attendance)
• Calls Audit and feedback
• PIRs
• Agent contribution as individual and as a team
• KPIs & SLAs tracking, trend Analysis

1. Quality Management

• Making sure agent follows given format for tickets, calls, chat, email
• Calls auditing ensure agents are abiding by the call scripts, greetings and so on
• Improve agents’ soft skills on calls, chat, ticket description/ work notes, email etiquettes
• Always give constructive feedback to agent to improve

1. Knowledge Management

• Create and update knowledge on apps client using
• Encourage agent to go thru and familiarize with knowledge
• If required, organize refresher course by batches to refresh agent’s knowledge and processes
• Technical Knowledge, Roles & Responsibilities:
• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc
• Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support.
• Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh, and mobile devices.
• Printer break-fix and installation
• Disposal, redeployment, and Asset reclaim.
• Shipping coordination
• Data Backup and Data Recovery coordination
• Hardware Refresh
• Warranty and Out-of-warranty repair and replacement
• Depot Services
• Walk Up Support
• Executive (VIP) Support
• Audio and Video Support including Health Checks
• Coordinate with external vendors for dispatch support.
• Identify and resolve hardware and software application conflicts.
• Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents.
• Responsible for asset tagging and entering all incoming equipment into our asset management system.
• Collaborate with cross functional teams to properly onboard incoming new hires.
• Ensure that hardware is properly assigned and updated into our management system.
• Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment.
• Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware.
• Ensure that resolutions are consistent with company standards and policies.
• Requirements/Qualifications:
• Prefer 5-8 years IT experience, including technical training.
• Min of 5 years’ experience working in a Global Service Desk Team.
• Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications
• Experience with imaging windows 10 OS.
• Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)
• Networked printer experience (queue creation, server maintenance, etc.)
• Experience in using PC-based word processing, presentation, and e-mail software preferred.
• Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred.
• Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations.
• Outstanding customer service and interpersonal skills
• Excellent organizational skills and ability to prioritize tasks among many competing requests.
• Experience working in or supporting a call center or help desk environment.
• MCP and or A+ Certifications
• Aptitude for learning
• Excellent oral and written communication skills
• Ability to work in teams and in a team environment.
• Technical skills:
• Experience with IT infrastructure area support - DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
• Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Systems Administration/System Engineer Microsoft certification.
• Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.
• Soft skills (Competencies):
• Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills.
• Ability to understand and speak the language of business. Self-management skills.
• Communication:
• Very good communication and customer related skills.
• Effectively interacts with both business and technical audiences at multiple levels, including top executive managers Knowledge and Expertise Demonstrates deep understanding of relevant technology, architecture, processes, and practices.
• Working Conditions:
• This role may require shifting schedule (including evenings, weekends, and holidays)
• 100% onsite

Reports To: Service Desk Manager or IT Support Manager

• Competitive salary based on experience and qualifications.

• HMO Benefit w/ FREE 3 Dependents (All in Day 1) & Life Insurance for Employee
• Paid vacation leaves
• SL Convertible into CASH