Service Desk Supervisor  

The Service Desk Supervisor is responsible for the support operation and ensures individualized customer-centered support plans. He/she also supports revenue-generating efforts to improve subject matter expertise and expectation set by being the point resource in client support coordination. You will own the client relationship from the point of the completion of the project until the support warranty. Additionally, you will be responsible for sustaining the highest level of client satisfaction on incident and service management, including SLA monitoring.

• Ensure support membership are technically updated with technology trends and resolution
• Ensure knowledge base across all products are documented in SDP
• Ensure KPI achievement of service desk engineers
• Proactively discuss with the team customer satisfaction issues
• May provide oversight to other coordination resources as required
• Ensure updated client list with complete contact details and support category in SDP
• Ensure that preparation and review of quarterly maintenance and activities of client’s under ITG’s support framework

• Knowledge of CRM tools and other productivity tools, strong people skills, computer literate, good communication skills and excellent customer service
• Must have at least 2 years of work experience in supporting at least two (2) product, services or solutions
• Experience in communicating with clients via email, phone and face to face
• Experience in understanding business processes
• Knowledge in computer systems and basic networking
• Must possess a bachelor degree in business, commerce, computer science, information technology, engineering, or any relevant discipline