IT Service Desk Team Lead
4 days ago
About ALPHAEUS PTE. LTD.
We are seeking a highly skilled IT Service Desk Team Lead to join our team. The successful candidate will lead our Service Desk and staff to provide 1st level technical support, act as an escalation point for unresolved or escalated cases, and promote the customer service ethic to maintain a high degree of customer service for all support queries.
This role involves managing and leading a team of at least 15 agents, ensuring they take ownership of user incidents and are proactive when dealing with them. You will also be responsible for logging calls and emails in our Service Desk system, allocating complex issues to relevant IT Support members, and arranging external technical support where necessary.
As a seasoned professional, you have extensive experience in end-user support, desktop, or technical service desk, with a minimum of 3 years' experience in leading a Service Desk team. Your expertise includes Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
You will work closely with the SD managers to identify training needs and coach the agents on proper handling approaches. Your ability to front the Service Desk to stakeholders for clarification and enquiries is essential.
We offer a competitive salary package including an estimated annual salary of SGD $80,000 - $100,000 depending on experience.
We welcome applications from individuals who possess a minimum Diploma in IT related discipline, with a strong background in Service Management principles, Coaching, and Customer Service Experience.
Key responsibilities:
- Manage and lead the Service Desk and staffs to provide 1st level technical support
- Act as a further escalation point for unresolved or escalated cases and provide guidance to the team
- Take overall responsibility for incident management and request fulfilment (if any)
- Ensure staffs take ownership of user's incidents and be proactive when dealing with user's incidents
- Ensure all calls and emails are logged in the Service Desk logging system as per operating procedure
- Allocate more complex calls and emails to the relevant IT Support member
- Able to front Service Desk to stakeholders for clarification and enquiries
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