(National Capital Reg – Pasig City)
Responsibilities:
The Service Desk Team Lead’s role is to oversee a group of Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Team Lead will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
• Manage the Team’s schedule to ensure that the Service Desk Hotline is staffed at all times in order to meet Service Levels and Team Targets.
• Track and analyze trends in Service Desk requests and generate statistical reports. Review Volume Requirements and provide recommendation for staffing requirements.
• Provide recommendation for acquisition of equipment, tools, and space needed to allow team members to adequately support the customers.
• Perform Interviews and applicant screening as required.
• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.
• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.
• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available
• Enforce Company & Department Rules, Regulations and Standard Procedures.
• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.
• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.
• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available
• Enforce Company & Department Rules, Regulations and Standard Procedures.
• Ensure that Service Desk Team is providing first-class service support from initial client contact to closure. Ensure requests are received and handled in a professional manner and logged with sufficient information. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Manage day-to-day activities with Hands on approach, upholding the industry service standards and expectations to ensure that the team goals and SLA’s are met. Conduct daily shift and periodic meeting to make sure the team understands daily goals, task assignments, and important communications.
• Manage 2nd point of Escalations when SLA & End User Satisfaction fail. Act as a further escalation point for customers and internal IT Support teams.
• Takeover or assist a Service Desk Analyst with their ticket or calls when necessary. Provide floor support when available
• Enforce Company & Department Rules, Regulations and Standard Procedures.
Requirements:
• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in ITIL, COBIT or HDI
• Deep-seated experience with desktop and server operating systems, including MS Windows 2003, XP, MS Terminal Services
• Extensive application support experience with Citrix Metaframe Servers, Avaya Telephony System and knowledge of programming languages, including ADSI Scripting, SQL.
• Working knowledge of a range of diagnostic utilities, including Network Monitoring Systems, Active Directory Tools, etc
• Demonstrated progressive / 3 years experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• 3 years previous experience in customer service and service desk management
• 3 years previous experience in managing a client service oriented team
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal and oral communication skills.
• Skilled at working within a team-oriented, collaborative environment.
• Ability to present ideas and solutions in business-friendly and user-friendly language.
• Ability to conduct research into e-mail software issues and products as required.
• Highly self motivated and directed.
• Keen attention to detail.
Please add the job title SERVICE DELIVERY TEAM LEAD in your application.
This is an urgent position.
Successful candidates will be given job offer asap to start immediately.
Candidates who will apply within the week will be highly prioritized.
We will only respond to qualified candidates.Apply TODAY!
Transcom Asia 4th Flr.
Transcom Center Bldg.
Las Fiestas Rd. (beside Fun Ranch & Tiendesitas)
Frontera Verde Compound, Pasig City
National Capital Reg 1600
Telephone: 702-2400 or 702-2447
email address: liza.oafericua@nucomm.net
Company Name :
Transcom Worldwide (Philippines), Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
4/F Transcom Center, Las Fiestas Road Frontera Verde Pasig City 0000
Company Fax :
702-2433
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