Job Description

Experience:

• 8+ work experience in software industry or related fields
• Has 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 Telecommunication environment and customer services (support) procedures.
• Good knowledge of Microsoft Office.
Qualifications:
• Degree in Information Technology, Computer Science or Engineering.
• ITIL accreditation

Role & Responsibilities:

Management:

• Minimum of 2 years’ experience in managing a Service Desk Team
• Act as the point of Escalation and drive P1 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 morale and develoap 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.
• Gamification of the Service Desk.
• 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.

Reporting:

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

How to Apply

Job Categories: Administration & Office Support. Job Types: Full-Time.

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