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Service Desk Lead / Manager

Salary undisclosed

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Simplified
  • Manage and lead the Service Desk and staffs to provide 1st level technical suppor
  • Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.
  • 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
  • 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

Job Types: Full-time, Permanent, Contract

Benefits:

  • Professional development

Schedule:

  • Day shift
  • Monday to Friday

Work Location: In person

  • Manage and lead the Service Desk and staffs to provide 1st level technical suppor
  • Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.
  • 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
  • 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

Job Types: Full-time, Permanent, Contract

Benefits:

  • Professional development

Schedule:

  • Day shift
  • Monday to Friday

Work Location: In person