Desktop Team Lead
1 day ago
Job Description :
- Dedicated onsite Lead reporting to Service Delivery Manager
- Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met
- Monitor all team members’ performance and provide necessary advice and guidance
- Organize regular meetings and trainings to share with team members new techniques and methods to fulfil the SOP’s and SLA requirements
- Perform regular check of the operations to discover areas of weaknesses and fortify them
- Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan
- Submit reports on a regular basis to the Service Delivery Manager and customer management
- Provide solution to any complex IT issues escalated by the team members
- Suggest appropriate technologies to customers to be adopted to meet present and future demands of the business
- Perform regular appraisal of team members’ performance and devise strategies to help with improvement
- Analyse and provide new ideas for service improvement
- Manage staff movement and keep track of daily attendance and activities
- Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction
- Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation.
- Support all business areas with technical expertise and provide outstanding service to end-users
- Implement and execute the SOP to ensure customer satisfaction
Job Requirements:
- Diploma or bachelor’s degree in information technology/information system/computer science. Business IT or other relevant disciplines.
- ITIL 3 or 4 Foundation Certified preferred.
- More than 5 years IT outsourcing experience with proven track records preferred
- Strong customer service focus. Self-motivated and proactive in resolving issues and identifying new opportunities on account.
- Ability to work in a team environment.
- Communicate clearly with technical and non-technical audiences, both verbally and written.
- Strong organizational skills and ability to prioritize tasks among many competing requests.
- Strong analytical and problem-solving skills, combines with the ability to provide quick resolution to problems.
- Effective interpersonal skills, both written and presentation.
- Professional attitude and demeanour.
- Possess a full and broad understanding of services including EUC, System and Network technologies.
- Technical knowledge in IT technology (EUC, System, Network, Backup/Restore).
- Strong Technical knowledge in Windows OS, Power Shell Script, etc. IT Services Management experience.
Tell employers what skills you have
Change Management
Outsourcing
Laptops
Interpersonal Skills
Active Directory
PowerShell scripting
IT End User Computing
Windows OS
SLA management
Team Leadership
Service Desk
IT Solutions
Customer Management
Team Lead
Customer Satisfaction
ITIL
Customer Service
Technical Services Management
Service Delivery
Ability to Prioritize
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