Helpdesk Lead

2 weeks ago

Singapore ZENITH INFOTECH (S) PTE LTD. Full time
This is a 12 months contract assigned to our client

Work Location:
Commonwealth MRT

Salary Range :
$4,000-$6,000

Skills Requirement

  • Presentation, client managememt, data analysis, hands on running the whole operation.
  • Have experience in managing team of 50, inbound and outbound & resource planning
  • Should know how to manage client KPI and expectations.
  • Should know contact centre (Matrix)

Job Description:

  • Assist Helpdesk manager in managing day to day operation of Helpdesk
  • Assist Helpdesk manager in managing client on the daily reporting
  • Real Time Monitoring of daily operations to departmental objectives & KPIs are met
  • Monitor agent's weekly performance using available data
  • Identify training and development needs of agents to bridge competency gaps.
6 Work with trainers and QA to ensure agents are appropriately trained, coached and evaluated

  • Ensure team members' compliance in operations policies and processes
  • Provide the necessary leadership/guidance to team members to achieve Contract SLA.
  • Lead, motivate and supervise agents to ensure that Customers' requests are answered promptly, of
consistent quality, and in accordance to stipulated performance standards

  • Coach and appraise Agents on their daily tasks and achievement of individual and departmental KPIs
  • Conduct regular huddles / meetings with agents to ensure that they are kept informed about ongoing
changes and updates (eg share important updates like survey participation rate, calls handled the

previous day, unique cases so agents are kept updated)

  • Ensure all knowledge base (eg. SharePoint/Confluence) for Helpdesk are all up to date
  • Evaluate and resolve customer's complaint and ensure that they are dealt with expeditiously and
satisfactorily, reporting service failures to source and making recommendations to prevent recurrence.

  • Continuously review roster to ensure optimal resource utilization, enhanced productivity, and sufficient
coverage of both agents and Team Leads across Helpdesk operational hours

  • Promptly alert and escalate potential issues to ensure minimum disruptions to Helpdesk
  • Work closely with the Helpdesk Manager to communicate, implement and co-ordinate company
policies and procedures to agents and ensure compliance

  • Provide structured feedback and recommendations for tool and process improvements on
an ongoing basis

  • Perform other duties and responsibilities that may be assigned to you by the management for the
effective implementation, maintenance, and continual improvement of Helpdesk.

  • Provide regular staff engagement including but not limited to Daily Operations Floor Meeting,
  • Monthly 1:1 coaching session with team members; Quarterly team bonding session
  • To take over level 1 escalation from agents.
  • To call user to resolve the issue for user.
  • Live and inspire agents to live the corporate values, contributing to the success of company culture
(1/Pride in Customer Excellence 2/Pleasure to work in a team 3/Respect your commitment)

Skills:

1. 3 to 5 years of work experience in the related field is preferred for this position.

2. 3+ years of leadership experience directly managing others

  • Strong time management skills and motivation to exceed expectations.
  • Ability to multi-task
  • Must be a strong communicator with an emphasis on effective listening and empathizing with customers,
plus good phone etiquette (pace, tone, voice quality, grammar, and articulation).

  • Degree or diploma in any discipline.
  • Strong leadership skills
  • Good knowledge and understanding of top-class customer experience.
  • Passionate about how customer service can contribute to the success of any businesses.
  • Proactive and positive in resolving issues.
  • Experience with performance metrics
  • Excellent written and verbal communication and interpersonal skills to coach, train and assist team
members

  • IT Helpdesk Lead

    2 weeks ago

    Singapore YTL POWERSERAYA PTE. LIMITED Full time

    Roles & ResponsibilitiesWe are seeking a highly motivated and experienced IT Helpdesk Team Lead to join our Infra Operation & Cyber Security team. Reporting to the IT Manager, you will be responsible for leading, managing, and overseeing the day-to-day operations of the IT Helpdesk.Key Responsibilities:Operational SupportLead, manage, and oversee the...

  • IT Helpdesk Lead

    2 months ago

    Singapore YTL POWERSERAYA PTE. LIMITED Full time

    Roles & ResponsibilitiesWe are seeking a highly motivated and experienced IT Helpdesk Team Lead to join our Infra Operation & Cyber Security team. Reporting to the IT Manager, you will be responsible for leading, managing, and overseeing the day-to-day operations of the IT Helpdesk.Key Responsibilities:Operational Support Lead, manage, and oversee the...

  • IT Helpdesk Lead

    4 weeks ago

    Singapore YTL POWERSERAYA PTE. LIMITED Full time

    Roles & ResponsibilitiesWe are seeking a highly motivated and experienced IT Helpdesk Team Lead to join our Infra Operation & Cyber Security team. Reporting to the IT Manager, you will be responsible for leading, managing, and overseeing the day-to-day operations of the IT Helpdesk.Key Responsibilities:Operational Support Lead, manage, and oversee the...

  • IT Helpdesk Lead

    2 weeks ago

    Singapore Charterhouse-SG Full time

    Job details: Location: Singapore Job Type: Permanent Discipline:Banking & Financial ServicesInformation Technology- Reference: BF/WYS/ITHL/ C Posted: 1 minute ago Consultant:Wong Yu ShanConsultant Phone: Share this job:Job description:We are working with a leading Financial Services to search for an IT Helpdesk lead.RESPONSIBILITIES:As the IT Helpdesk lead,...

  • IT Helpdesk Manager

    2 weeks ago

    Singapore HUANG HE CONSULTANCY PTE. LTD. Full time

    Job description:**IT Helpdesk ManagerWe are looking for an experienced IT help desk manager to oversee our IT Helpdesk team providing 1st level exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical...

  • Team Lead, Helpdesk

    2 months ago

    Singapore THE FARRER PARK COMPANY PTE. LTD. Full time

    Roles & ResponsibilitiesSummary of Job DescriptionTo guide and lead the IT Helpdesk and end-user computing (EUC) services in TFPC and its subsidiaries.Key Responsibilities1. To guide and lead the onsite IT Helpdesk and end user computing team.2. Overall management, administration and technical support of day-to-day onsite end user devices serviceability,...

  • Call Centre Lead

    2 weeks ago

    Singapore ZENITH INFOTECH (S) PTE LTD. Full time

    Presently we have a Job Opening for a Call Centre Lead position Assist Head of Operations in managing day to day operation of Helpdesk. Coordinating internal resources and facilitating work with other teams and drives continuous improvements in operations. Oversees the Helpdesk operation, setting long term objectives and short term goals to ensure service...

  • Help Desk Team Lead

    2 months ago

    Singapore SQL VIEW PTE LTD Full time

    Roles & ResponsibilitiesWe are seeking a motivated and organized Help Desk Team Lead to oversee a team of 3-4 technical support specialists. This role offers the opportunity to lead a dynamic team while contributing your own technical expertise to ensure exceptional customer service.Responsibilities:Team Leadership: Supervise and mentor a team of 3-4...

  • Help Desk Team Lead

    4 weeks ago

    Singapore SQL VIEW PTE LTD Full time

    Roles & ResponsibilitiesWe are seeking a motivated and organized Help Desk Team Lead to oversee a team of 3-4 technical support specialists. This role offers the opportunity to lead a dynamic team while contributing your own technical expertise to ensure exceptional customer service.Responsibilities:Team Leadership: Supervise and mentor a team of 3-4...

  • IT helpdesk

    2 months ago

    Singapore ITCAN PTE. LIMITED Full time

    Roles & Responsibilities*SECTION A: POSITION SUMMARY*-Provide 1st Level IT Support, via Phone and Remote-Control tool, to manage users’ incidents and queries in a professional and timely manner. Able to work independently with minimum supervision during weekend or night shift. *SECTION B: KEY RESPONSIBILITIES AND RESULTS*1.Provide First Call...

  • IT helpdesk

    4 weeks ago

    Singapore ITCAN PTE. LIMITED Full time

    Roles & Responsibilities*SECTION A: POSITION SUMMARY*-Provide 1st Level IT Support, via Phone and Remote-Control tool, to manage users’ incidents and queries in a professional and timely manner. Able to work independently with minimum supervision during weekend or night shift. *SECTION B: KEY RESPONSIBILITIES AND RESULTS*1.Provide First Call...

  • Analyst / System Operations & Field Support

    4 weeks ago

    Singapore Mizuho Bank Full time

    Overview of Division/Department Singapore Administration Department System Operation and Filed support section is in chare of following. 1. System Operation( Both for production and UAT) 2. Helpdesk and desktop support 3. Market related application support Company Profile A LEADING GLOBAL BANK, WITH ONE OF THE LARGEST CUSTOMER BASES IN JAPAN, AND A...

  • Analyst / System Operations & Field Support

    2 months ago

    Singapore Mizuho Bank Full time

    Overview of Division/Department Singapore Administration Department System Operation and Filed support section is in chare of following. 1. System Operation( Both for production and UAT) 2. Helpdesk and desktop support 3. Market related application support Company Profile A LEADING GLOBAL BANK, WITH ONE OF THE LARGEST CUSTOMER BASES IN JAPAN, AND A...

  • #SGunited Jobs Service Desk Engineer/Immediate opportunity

    4 weeks ago

    Singapore ITCAN PTE. LIMITED Full time

    Roles & Responsibilities1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.3.Furnish and submit timely updates to customers...

  • #SGunited Jobs Service Desk Engineer/Immediate opportunity

    2 months ago

    Singapore ITCAN PTE. LIMITED Full time

    Roles & Responsibilities1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.3.Furnish and submit timely updates to customers...

  • Analyst / Associate - System Operations & Field Support

    4 weeks ago

    Singapore Mizuho Bank Full time

    Overview of Division/Department Singapore Administration Department System Operation and Filed support section is in chare of following. 1. System Operation( Both for production and UAT) 2. Helpdesk and desktop support 3. Market related application support Company Profile A LEADING GLOBAL BANK, WITH ONE OF THE LARGEST CUSTOMER BASES IN JAPAN, AND A...

  • Desktop Team lead

    2 weeks ago

    Singapore ITCAN PTE. LIMITED Full time

    Roles & ResponsibilitiesJob Title: Desktop Team lead / EUC ConsultantPrimary PurposeThe EUC Consultant collaborates with teams, drives process improvements, and communicates effectively with stakeholders. They provide leadership in desktop support and serve as the expert for specific products, applications, or domains.ResponsibilitiesMentor and support team...

  • IT helpdesk associate

    4 weeks ago

    Singapore ITCAN PTE. LIMITED Full time

    Roles & ResponsibilitiesProvide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.Furnish and submit timely updates to customers on...

  • IT helpdesk associate

    2 weeks ago

    Singapore ITCAN PTE. LIMITED Full time

    Roles & ResponsibilitiesProvide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.Furnish and submit timely updates to customers on...

  • Helpdesk Engineer

    4 weeks ago

    Singapore ITCAN PTE. LIMITED Full time

    Roles & ResponsibilitiesSECTION B: KEY RESPONSIBILITIES AND RESULTS1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.3....