Service Desk Team Lead

Ben Edictio


Vacancy
3 openings
Preferred Educational Attainment
Graduated from college
Posted
3 months ago
Application deadline
in 7 days
Recruiter responds
3% of the time
Recruiter last seen
2 days ago
Industry
IT Consulting
Employment Type
Full time
Salary
60,000.00 PHP per month
Office Address
Ortigas CBD, Pasig, Metro Manila, Philippines
Minimum Qualifications:
Graduated from college
  • 5+ years' IT experience with at least 3 years in IT Service Management;
  • 2 years' in management role/ handling direct reports;
  • 3+ years in an ITIL environment;
  • Strong customer service aptitude and skills;
  • Strong people and leadership skills;
  • Ability to manage a team responsible for multiple accounts;
  • Strong understanding and experience in working in a technical service desk;
  • Strong systems, process and report analysis skills to ensure an effective service desk.
Job Description
  • Provide guidance, advice, assistance and support to Technical Service Desk Analysts.
  • Serve as escalation point taking appropriate action to effectively resolve conflicts, problems, customer issues or complaints and coaches staff on customer services related queries e.g. irate/ difficult customers in order to meet the support needs of the business.
  • Occasionally joins in meetings with the client to provide an operational perspective to the processes being developed/improved on.
  • Create daily reports and commentary on team performance and quality, provides insights into proactive/reactive actions for service improvement.
  • Identify and effectively manage areas of concern and underachievement taking into consideration specific input data out of trend reports, performance management reports and feedback from client and Service Desk Manager.
  • Coach develop and motivate staff to maintain and develop behaviors, skills, and capabilities in order to ensure that agreed SLA are understood and the expertise levels required to meet the current and future needs of the organization are achieved.
  • Decide and manages annual leave, sickness, absence and attrition levels in alignment with resource plans and does forecasting.
  • Monitor real-time SD Analyst adherence implementing required measures to ensure agent adherence on a daily basis; assessing or allocating individual tasks as required in order to utilize resources effectively and efficiently and to increase agent performance.
  • Monitor and report on individual/team KPI's.
  • Plan and conduct regular team briefings and meeting to ensure team members are fully briefed on new information within agreed time scale.
  • Perform one on one dialogues with service desk analyst.
Perks and Benefits
Perks
  • Free Lunch or Snacks
About Ben Edictio
On December 1, 2014, Ben Edictio was launched with an objective of providing IT recruitment and placement services for the global business community. Ben Edictio is established and managed by professionals with over 50 years of combined management expertise in Information Technology, Human Resource, Sales, and Marketing disciplines. We have the reach and the resources to connect our customers to the very best talents drawing from our network and database of over 30,000 professionals. We focus on understanding our customers’ business and needs that is why we are able to offer solutions that fit seamlessly in our customers’ organization.


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