Service Desk Team Lead

HCL Technologies Philippines Inc; Taguig; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO Benefit with FREE 3 Dependents (on

Life Insurance for Employee

SL Convertible into CASH and Bonuses

Job summary

HCL Technologies Philippines Inc is seeking a Help Desk Lead to provide technical expertise and act as a liaison between the help desk and IM support groups. You will maintain skill continuity and ensure ongoing service improvements.

The role requires hands-on phone support, shift lead experience, and strong documentation. You will audit calls, streamline daily operations, and support the manager with project work while covering flex shifts. ITIL knowledge is preferred.

Qualifications

• 2 years total experience in Help Desk, Information Management, or Customer Service delivery field.
• 1-2 years of Shift Lead experience.
• Phone support experience necessary.
• Technical helpdesk or technical call center experience necessary.
• ITIL knowledge of V2 or V3 preferred (Service Desk, Incident, Problem, Change).

Responsibilities

• Provide technical expertise to the help desk team and liaise with IM support groups.
• Maintain skill continuity and improve help desk services.
• Offer telephone support to end users and participate in Problem Management.
• Coordinate with Development teams to transition new hardware/software to support.
• Audit and monitor calls and provide feedback.
• Develop processes to streamline daily help desk functioning.
• Support documentation and knowledge base maintenance.
• Back up help desk manager as needed.

Skills

Phone support

Communication skills

Documentation skills

Problem-solving

Cross-functional teamwork

Customer handling

Ability to learn quickly

Tools

MS Project

Visio

Job description

About the role

Provide technical expertise to the help desk team, acting as a technical liaison between help desk and IM support groups. Maintain technical skill continuity and consistency of help desk staff while ensuring continuous improvement of services provided by the help desk.

Key responsibilities

• Provide telephone support to customer end users and Problem Management System support activities

• Work with Application and Infrastructure Development teams to ensure smooth transition of new hardware and software into support by the help desk, including preparation of help desk staff to support new technology

• Maintain skills inventory of help desk analysts and Work Request Coordinators by evaluating technical skills

• Liaison between help desk and other groups on technical support issues, proactively and reactively working with other groups on process support issues and outages

• Update, organize, and create easy electronic access to all help desk documentation, including manuals, scripts, processes, process flow charts, notification escalation lists, schedules, and support documentation

• Audit and monitor help desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tools, delivering technical feedback to analysts

• Develop processes to streamline daily help desk functioning including work distribution, phone queue and email monitoring, vendor management, user follow-up, and ticket closing

• Work closely with help desk manager to implement technical action items and analyze help desk group and individual statistics

• Provide hardware, software, and network problem diagnosis and resolution via telephone for customer end users

• Manage small help desk related projects and backup help desk manager when needed

About you

• 2 years total experience in Help Desk, Information Management, or Customer Service delivery field

• 1-2 years of Shift Lead experience

• Phone support experience necessary

• Technical helpdesk or technical call center experience necessary

• Disciplined, systematic problem-solving skills required

• Excellent communication and conversation skills (verbal and written)

• Good documentation skills

• Good working knowledge of MS Office (including MS Project and Visio)

• Strong customer handling skills and ability to handle unforeseen situations

• Ability to learn new information quickly and integrate as a cross-functional team player

• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week

• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Benefits

• HMO Benefit with FREE 3 Dependents (all on Day 1)

• Life Insurance for Employee

• SL Convertible into CASH and Bonuses