{"@context":"https://schema.org/","@type":"JobPosting","title":"Other Jobs","educationRequirements":{"@type":"EducationalOccupationalCredential","credentialCategory":"bachelor degree"},"experienceRequirements":{"@type":"OccupationalExperienceRequirements","monthsOfExperience":36},"description":"Responsibilities

Serve as first escalation point of Service Desk team members for cases like unique or new support requirements, delayed response or resolution from other support teams, attending to dissatisfied customers and other scenarios that calls for escalation
Ensure that the Service Desk team is following correct procedures
Measure the Service Desk teams performance and conformance to procedures by conducting quality control checks following the guidelines on the QA scorecard
Coordinate with other support teams for delivery of IT support services to end-users
Monitor workload of the Service Desk team to ensure fairly regular distribution and ensure that unfinished work is followed through completion
Serve as backup of the Service Desk during special cases when tickets or workloads are spiking up
Execute other tasks that Team Leader has access to but not at the Service Desk level
Generate reports like ticket volume, trends and other pertinent data as necessary for analysis
Conduct training for new team members
Present overviews to other groups requiring knowledge of Service Desk methodology or process
Review, update and revise procedure documents as necessary.
Coordinate with other support providers either for their delivery of service or administrative matters like billing
Participate in planning and implementation of new support scope or IT initiatives/projects when needed

Skill Set And Qualifications

Strong sense of customer service, dynamic, be able to respect the clients views, and have excellent analytical skills combined with a logical mindset, especially when dealing with complex issues
Leader mindset of turning non-performers to performers through mentoring and coaching
Ability to professionally handle challenging colleagues or team members
Strong interpersonal skills and have the ability to work under pressure
Ability to learn and adapt quickly, willingness to learn diverse systems and technologies
Ability to do multi-tasking and function as generalist than a specialist
Good team player and should be able to function independently with minimal supervision
Able to exercise good judgment and make decision to filter escalation to OM or COO
Excellent English communication skills, able to express thoughts with clarity and able to interact with both users and management
Detail oriented and well organized
Basic understanding of server and networking technology
Flexible to adjust work schedule when needed by the business
Two to three years of related Service Desk Team Leader or people management experience
Bachelors degree in STEM (Science, Technology, Engineering and Mathematics) strand

Preferable Qualifications

ITIL knowledge or certification

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