Cluster Manager

1 day ago

Singapore ALPHAEUS PTE. LTD. Full time

**_Staggered 8.5hr Shift - Between 7.30am to 7.30pm (SGT), Weekend duty as per roster
- **

**About the job**:

- 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 on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles.
- 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.
- Able to front Service Desk to stakeholders for clarification and enquiries.

**About you**:

- Minimum Diploma in IT relevant discipline.
- Familiar with Service Desk day to day Operation. This requirement does not include those with Customer Service Experience in a non-technical call center environment.
- To have a minimum of **3-year **end-user support experience, desktop, or technical service desk. Minimally **3-year **experience in leading a **Service Desk **team of at least 15 agents.
- Experience in Situational Management to provide Ad-hoc instructions to the team.
- Experience in Gap Analysis, Productivity, Call Statistic, and Incident Trending.
- Experience in managing Complaints, identify training needs and coaching SD agents.
- Experience in Service Level Agreement (SLA) Reports, identify Service Improvement Opportunities and recommend Action plan.

**This position required to do project clearance.

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