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Technical Lead, Helpdesk Support

3 weeks ago

Singapore ITCAN Pte Ltd Full time

Manage and lead the Service Desk and staffs to provide 1st level technical suppor
- Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.
- Report to SD managers on any issue that could significantly impact the SLA and recommends action plan.
- 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
- Arrange for external technical support where problems cannot be resolved within L1
- Manage Service Quality Assessment and Coach the agents on proper handling approaches
- Provide Domain Briefing/ Training to new joiners

**Job Types**: Full-time, Permanent, Contract

**Benefits**:

- Professional development

Schedule:

- Day shift
- Monday to Friday

Work Location: In person