Job Description
The Technical Service Lead role is for a StarHub subsidiary. This role coordinates and leads the overall technical delivery of the scope of services. Drives the quality of the delivered services on a day-to-day basis. First point of escalation (before Service Delivery Manager) for critical issues / high severity technical support.
- Dedicated onsite Lead reporting to Service Delivery Manager
- Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met
- Monitor all team members performance and provide necessary advice and guidance
- Organise regular meeting and trainings to share with team members new techniques and methods to fulfil the SOP's and SLA requirements
- Perform regular check of the operations to discover areas of weaknesses and fortify them
- Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan
- Submit reports on a regular basis to the Service Delivery Manager and customer management
- Provide solution to any complex IT issues escalated by the team members
- Suggest appropriate technologies to customer to be adopted to meet present and future demands of the business
- Perform regular appraisal of team member's performance and devise strategies to help with improvement
- Analyse and provide new ideas for service improvement
- Manage staff movement and keep track of daily attendance and activities
- Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction
- Implement and execute the SOP ensure customer satisfaction
Requirements
- Bachelor Degree in Information Technology/Information System/Computer Science.
- Business IT or other relevant disciplines.
- ITIL 3 or 4 Foundation Certified.
- More than 5 years IT outsourcing experience with proven track records preferred
- Possess a full and broad understanding of services including EUC, System and Network technologies.
- Technical knowledge in IT technology (EUC, System, Network, Backup/Restore).
- Strong Technical knowledge in Windows OS, Power Shell Script, etc.
- IT Services Management experience.
- Strong customer service focus. Self-motivated and pro-active in resolving issues and identifying new opportunities on the account.
- Effective interpersonal skills, both written and presentation.
- Strong analytical and problem solving skills, combines with the ability to provide quick resolution to problems.
