Service Desk Lead

KEY RESPONSIBILITIES AND RESULTS

1. Manage and lead the Service Desk and staffs to provide 1st level technical support.
2. Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.
3. 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.
4. Report to SD managers on any issue that could significantly impact the SLA and recommend action plan.
5. Take overall responsibility for incident management and request fulfilment (if any).
6. Ensure staff take ownership of users’ incidents and are proactive when dealing with users’ incidents.
7. Ensure all calls and emails are logged in the Service Desk logging system as per operating procedure.
8. Allocate more complex calls and emails to the relevant IT Support member.
9. Arrange for external technical support where problems cannot be resolved within L1
10. Manage Service Quality Assessment and Coach the agents on proper handling approaches.
11. Provide Domain Briefing/ Training to new joiners.
12. Able to front the Service Desk to stakeholders for clarification and enquiries