#SGunited Jobs Service Desk Team Lead

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

Job summary

A leading tech firm in Singapore is seeking a Service Desk Manager to lead the team in providing exceptional 1st level technical support. Key responsibilities include managing escalated cases, ensuring service quality, and training new team members. Candidates should have experience in service management and strong customer service skills.

Qualifications

• Experience in managing a Service Desk team.
• Ability to handle escalated customer service issues.
• Strong communication skills for stakeholder engagement.

Responsibilities

• Lead the Service Desk team for 1st level technical support.
• Ensure all calls and emails are logged accurately.
• Manage Service Quality Assessment and coach agents.

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.