Key Requirements

• 5+ work experience in service desk role or related fields
• Should worked in a SLA driven Technical Help Desk Support Environment (Client facing providing L1/L2 Support)
• Experience in using ServiceNow will be an advantage

Technical/Soft Skills:

• Excellent communication skills (written & verbal)
• Ability to converse with foreign clients.
• Good knowledge of end user environment support and vendor management procedures.
• Good knowledge of Microsoft Office.
• Knowledge and experience on ground operational and network support.
• Understanding and knowledge of compliance and governance.

Qualifications:

• Degree in Information Technology, Computer Science or Engineering
• Key Responsibilities:

Management:

• Minimum of 2+ years’ experience in managing a Service Desk Team
• Act as the point of Escalation and drive problems/incidents to closure.
• Maintain a hands-on management approach with the readiness to jump in and work alongside the support team as needed.
• Maintain team and develop platforms for team building, recognition and peer collaboration.
• Hosting effective team meetings and representing the Service Desk in Change Management, Problem Management, Deployment, and departmental meetings.
• Driving initiatives to reduce tickets and tickets breaching.
• Service desk process improvements.
• Review customer surveys and feedback forms and following up with users whenever necessary.
• Take ownership of escalated tickets by following up with other teams or Managers.
• Driving the team development and improvement plan.
• Should be able to work at onsite and work from home with general and roster basis hours.

Reporting:

• Manage the creation and distribution of reports.
• Prepare operational reports and analysis setting forth progress, trends and appropriate recommendations or conclusions.