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Helpdesk Lead

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Singapore Jobline Resources Pte Ltd Full time

**Responsibilities**:

- Assist Head of Operations in managing day to day operation of Helpdesk Coordinating internal resources and facilitating work with other teams and drives continuous improvements in operations.
- Oversees the Helpdesk operation, setting long term objectives and short term goals to ensure service quality and all KPIs are met
- Conduct periodic calls/ meetings with clients to foster a strong partnership and ensure that they are kept informed about ongoing improvement opportunities.
- Monitoring helpdesk reports and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Analyze the business / technology needs of Helpdesk, Identify the need for upgrades, configurations or new systems and report to senior management.
- Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting. # Requirements
- Diploma / Degree in IT or related discipline
- Experienced in Customer Service Management