Job Description

Responsibilities

• Single point of escalation for all tickets ensuring SLA compliance
• Effectively managing, developing, and training / coaching the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running the service desks in line with current industry best practices and technologies.
• Regular "Gap Analysis" and benchmarking of service desk delivery
• Effective communication both up and down stream.
• Strong analytical skills - "Retrospections" and "Continual Improvement"
• Experience on ITIL V4 process, "Service Now' and VOIP tools - medium to high
• Experience on working with overseas clients (APAC) and distributed / remote teams.
• Experience in building and managing technical and functional knowledge base.
• Manage individual project priorities, deadlines and deliverables
• Work with cross-functional teams, virtually at customer support 24x7
• Monitor and triage incoming incident and requests
• Monitor and triage incoming Security request changes
• Continuously strive to understand customer issues and deliver beyond expectations
• Implementation of client change management, wherever the focus is on Service Desk or, ITIL process rollout.
• Assist with development of documentation where required
• Schedule and maintain adequate resource availability to run 24x7 shifts.
• Train / coach the team members with leading from front attitude to maintain the growth momentum.

Must have Skills and Qualifications

• Qualification in Computer Science or a related field (Engineering, Mathematics, Management etc.)
• Service Desk Lead with 3~4 Years of solid ITIL Experience with APAC Customer Handling.
• Service Now knowledge is a must have.
• Expert in meeting deadlines on delivery of Service Desk Function for entire team.
• Exposure on handling Reports, Configuration and Business process.
• Exposure on cross technical team handling / follow-up for managing SLA Reporting & Business Support
• Experience and ability to translate business requirements to system configuration.
• Overall Responsible for Achieving and Improving CSAT score
• Strong oral and written communication skills.

Skills Required: Team Handling, ITIL Certified