Lead and manage a team of Service Desk technicians, providing guidance, support, and mentorship to ensure high performance and job satisfaction.
Oversee day-to-day operations of the Asia Service Desk, including ticket management, prioritization and escalation processes.
Monitor service levels and performance metrics to identify areas for improvement and implement strategies to enhance efficiency and customer satisfaction.
Collaborate with other IT teams and departments to resolve complex technical issues and ensure seamless service delivery.
Develop and maintain service desk and technical procedures, documentation, and knowledge base to facilitate efficient problem resolution and training.
Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs for team members.
Stay up to date with emerging technologies, industry trends, and best practices in IT service management. Perform regular IT audits of processes to discover areas of weaknesses and fortify them.
Collaborate with Infrastructure on device deployment and ensure change management is followed to minimize risk to the business.
Qualifications:
Minimum NITEC in any discipline
Minimum of 2 years of experience in IT support, with 1 year in a leadership or supervisory role.
Proven experience in managing and motivating a team to achieve performance targets and deliver high-quality customer service.
