IT Service Desk Lead

Be a Part of Something BIG! 

The IT Service Desk Lead is responsible to lead a team of 10 people or more and act as the first point of escalation for performance issues within the team and customer related issues. Besides that, this role is in charge in informing the line management of any escalating issues in order that they may be resolved within reasonable time scales.He/ She will also monitor, audit, report and analyse the health of the IT Service Desk function using ticket- related performance KPIs and provide regular and ad hoc status updates to line management. 

Make an Impact by:

• Day to day accountability for the IT Service Desk function and ensuring an excellent IT service to Singtel.
• Maintain staff schedules to ensure IT Support continuity for 24/7.
• Deliver end-to-end support in accordance with IT service management procedures.
• Act as the communications lead following an agreed major incident procedure, and to be responsible for service-related communications.
• Identify improvement opportunities and work with line management to implement programs that enhance IT Service Desk operations, customer satisfaction with IT and overall usage of the company’s technology products and services.
• Monitor queues, calls and interactions of the IT Service Desk staff including the ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria and are documented appropriately.
• Set goals for performance, support and develop staff through regular coaching meetings, training needs analysis, development plans and appraisals.
• Proactively learn and train other staff members on new product and service technologies.
• Ensure that IT asset inventories are maintained, ensuring records are kept fully up to date.
• Supervise the production and maintenance of technical documentation and articles for the knowledge base.
• Perform technical support functions via phone, self-help portal and remote connection as required.

Skills for Success:

• 5 years+ experience of supervising a busy, well-structured and mature IT Service Desk(10 pax or more) and experienced in IT ServiceDesk setup from ground up.
• Experience in Incident, Request, Major Incident and Problem Management gained in an ITIL-based organisation. It is expected that the post-holder will have relevant ITIL qualifications.
• Experience of working with / optimizing an ITSM tool (Top Desk or similar) and leading small improvement projects/initiatives.
• Strong KPI focus - Reporting and monitoring skills and the ability to identify and analyse process- related metrics.
• Good technical knowledge of Windows 10 Professional, Microsoft 365, Microsoft Active Directory, Exchange and SCCM and is experienced in supporting users in a VDI environment.
• Detailed knowledge of the Microsoft Office 2010/13/16 Suite including installing, configuring and support within a network environment.
• Technical knowledge of remote working technologies – Citrix, VPN and DUO Administration and supporting video conferencing systems.
• Technical knowledge of supporting telephone systems and configuration, analysis and diagnostics of PC, Printer and Laptop faults.
• Demonstrates an understanding of how IT Services are delivered to end users in relation to front and backend IT Infrastructure.
• Works with a global mindset with service and user experience at the forefront.

Your Career Growth Starts Here. Apply Now!