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Service Desk Manager

2 weeks ago

Singapore RecruitFirst Full time

Client Profile:
The client provides differentiated, end-to-end technology services, leveraging its NEXT capabilities in digital, cloud, and platforms. They also offer core services in application, infrastructure, engineering, and cybersecurity, helping clients to innovate and stay competitive in the digital landscape.
Position:
Service Desk Manager
Location:
NCS Bedok, 7 Bedok S Rd, Singapore 469272
Salary:
Up to $4,100 (No Bonus)
Working Hours:
Monday to Friday, Office Hours
Contract Duration:
1-Year Contract under Agency Headcount (Renewable)
Required Resume Style:
RFS Resume (Microsoft Word format)
Responsibilities:
Oversee daily operations of the Service Desk, ensuring smooth technical support.
Proficient in supporting a variety of devices (desktops, notebooks, tablets, smartphones), with in-depth knowledge of Windows OS, Active Directory, and Microsoft Office applications.
Manage situational tasks, providing ad-hoc instructions to the team.
Conduct gap analysis, track productivity, call statistics, and incident trends.
Handle customer complaints, identify training needs, and coach Service Desk agents.
Analyze Service Level Agreement (SLA) performance, identify service improvement opportunities, and recommend action plans.
Requirements:
Minimum 3 years of experience in end-user support, desktop, or technical service desk.
At least 3 years of experience in managing a Service Desk team of 15+ agents.
In-depth technical skills to support desktops, notebooks, tablets, smartphones, and operating systems, including Windows OS, Active Directory, and Microsoft Office applications.
Contact:
Tan Wen Sin (R23118072)
RecruitFirst Pte Ltd (E.A. 13C6342)
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