Service Desk Team Leader in PH

ROLE DESCRIPTION:

We are looking for a Service Desk Team Leader to help set up a new service desk based onsite with one of our exciting clients.

This is a challenging role in which you have the opportunity to really make a difference to both clients and colleagues alike.

JOB RESPONSIBILITIES:

  • Day-to-day management of a Service Desk function.
  • Driving the meeting of customer SLAs and an exceptional customer service
  • Ensure tickets are logged accurately and call queues are managed efficiently
  • Lead and attend weekly Service Desk meetings to highlight performance, motivate staff, encourage collaboration and introduce new clients/services.
  • Line Management of Service Desk staff including appraisals, objective setting, mentoring and 1:1 meeting.
  • Ensure all staff have appropriate training and develop personal development plans to meet future requirements
  • Manage the 24/7 Service Desk Rota ensuring all shifts and projects are scheduled.
  • Drive the continuous improvement of service through Change Management, Problem Management, reporting and analysis.
  • Own the escalation of incidents, expediting issues to the relevant teams.

JOB REQUIREMENTS:

  • Minimum 3+ years providing user & technical support @ levels 2 and 3 within complex technical environments.
  • Minimum 3+ technical experience with Oracle Fusion
  • Solid understanding of Oracle Fusion applications, functions and processes
  • Prior experience in the Construction industry
  • Oracle Certifications (Oracle Certified Professional OCP or higher)
  • Experience supporting application and database servers
  • Strong technical knowledge of virtual machines (IaaS, Writing Code (PaaS) and Software as a Service (SaaS)).
  • Solid experience in administering Oracle cloud-based applications
  • Strong oral and written communication skills.
  • Ability to work with others in a constructive and collaborative manner.
  • Knowledge of emerging technologies
  • Ability to develop an in-depth knowledge of information architecture and information management methodology
Service Desk Team Leader in PH
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Enter Result: + 4 = 5



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