Technical Support Lead

1 week ago

Singapore beBeeCustomer Full time $91,150 - $121,350
Job Description

We are seeking a Service Desk Manager to join our team. As a Service Desk Manager, you will be responsible for managing the Service Desk team and ensuring that customer service is delivered flawlessly.

The role involves managing incident restoration and service level agreements, as well as monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to.

  • Manage the Service Desk: Provide 1st level technical support to customers via telephone, email or remote desktop tools.
  • Escalation Point: Act as a further escalation point for unresolved or escalated cases.
  • Customer Service: Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries.

Key Responsibilities:

  1. Manage the Service Desk team to deliver excellent customer service.
  2. Act as a further escalation point for unresolved or escalated cases.
  3. Take ownership of user problems and be proactive when dealing with user issues.
  4. Ensure all calls and emails are logged in the Service Desk logging system.
  5. Allocate more complex calls and emails to the relevant IT Support member.
  6. Aarrange for external technical support where problems cannot be resolved within L1.
Required Skills and Qualifications

To succeed in this role, you will need:

  • 7 years of end-user support experience: Desktop or technical service desk experience is essential.
  • 5 years of experience leading a service desk team: Proven leadership skills are necessary for this role.
  • In-depth technical skills: You will need to have strong technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones.
  • Knowledge of Windows Operating Systems: Familiarity with Windows operating systems is required.
  • Active Directory Account Administration: Experience with Active Directory account administration is necessary.
  • Microsoft Office applications: You will need to have knowledge of Microsoft Office applications.
  • Service Desk day to day Operation: Familiarity with service desk day to day operation is essential.
Benefits

We offer a range of benefits to our employees, including:

  • Opportunities for career growth and development: We invest in our employees' careers and provide opportunities for growth and development.
  • Competitive salary and benefits package: We offer a competitive salary and benefits package to our employees.
Others

We are committed to valuing our clients, growing our people and creating our future. Our AEIOU beliefs - Adventure, Excellence, Integrity, Ownership, and Unity - guide everything we do. If you share these values and are passionate about delivering exceptional customer service, we would love to hear from you.

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