Service Desk Team Lead in MY

JOB DESCRIPTION:
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The Service Desk is responsible for Incident and Service Request management along with ensuring all other ticket types are updated in a timely fashion. The Service Desk Team Lead provides mentoring and leadership to the Service Desk team and a liaison for internal and external escalations for the Service Desk.

Key Responsibilities:

  • Receiving customer calls and emails clarifying requirements
  • Log all Incidents and Service Requests accurately in the ITSM tool
  • Ensure all tickets have accurate details and the correct priority
  • Attempt to resolve on first point of contract using KBAs
  • Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
  • Escalate and liaise with Major Incident Manager (MIM) as needed
  • Escalating issues such as customer complaints to management
  • Ensure customer Service Level Agreements (SLA) and customer expectations are met
  • Ensure company Key Performance Indicators (KPI) are met
  • Ensure company Operational Level Agreements (OLA) are met
  • Create & update KBAs as needed
  • Engage with 3rd party vendors as needed
  • Adhere to the SMC procedures and policies
  • Ensure that the working areas are neat and clean
  • Support and contribute the team and company culture
  • Technical escalation and mentor for the Service Desk team
  • Manage the Service Desk team and adhere to team KPIs
  • Set individual career paths and ensure high staff retention
  • Manage all client expectations and ensures positive customer experiences
  • Generate staff utilization reports and ensure team is effective

Preferred Skills:

  • At least 5 years of Service Desk experience in a 24×7 environment
  • At least 3 year of leadership experience in an IT environment
  • Experience supporting end user hardware e.g. laptops, monitors and printers
  • Experience supporting Microsoft product suite
  • Ticketing system experience
  • Experience supporting English speaking countries
  • Good written and oral communication skills
  • Related IT diploma or degree
  • ITIL Foundation v3 certified (ITIL)
  • ITIL Practitioner (ITIL)
  • ITIL Intermediate (ITIL)
  • A+ certified (CompTIA)

Bonus:

  • Experience with AutoTask ITSM tool
  • Experience supporting MS O365
  • MCSA Windows 10 certified (Microsoft)
  • ACMT certified (Apple)
  • HDI-CSR certified (HDI)