#SGunited Jobs Service Desk Team Lead

ITCAN PTE. LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading IT service provider in Singapore is seeking a Service Desk Manager to oversee technical support and manage a team. The role emphasizes maintaining high customer service standards and involves incident management and training new staff. Candidates should be proactive and customer-centric, with relevant experience in service desk management.

Responsibilities

• Manage and lead the Service Desk and team for technical support.
• Act as an escalation point for unresolved cases and guide the team.
• Promote customer service ethic and maintain high service standards.

Job description

Responsibilities

• 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.
• Ensure all calls and emails are logged in the Service Desk logging system as per operating procedure.
• Allocate more complex calls and emails to the relevant IT Support member.
• 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.