Lead I - Cloud Infrastructure Services

Lead I - Cloud Infrastructure Services

UST Global Singapore Pte Limited | Chennai, TN, IN

Posted 17 days ago

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Description



JOB DESCRIPTION

IT Service Desk Shift Lead
Who we're looking for
We're looking for an IT Service Desk Shift Lead who thrives on helping others give the best possible technical service.
We currently have service desk in New Zealand & Australia support. We want someone who will monitor, lead, support, report, document and coach the entire team. The lead will also be responsible to fix escalations & internal customers' problems quickly and ensure to deliver great service all the time.
The lead should ensure team have everything they need to do their best & always looking for ways to improve the service.
Role & Responsibilities
.Lead and coach your team members to be superb first points of contact for our internal customers
.Make sure we're consistent around the world, by working with your peers to hand over, follow through and fix internal customers' problems and to improve common processes and controls
.Produce governance packs to report management information on progress and risk, and present your proposals for improving customer satisfaction, effectiveness, and efficiency
.Nurture great problem-solving, by coaching your team members to listen to customers' questions, understand what's gone wrong, work out the right approach for them and fix their problems
.Encourage team members to capture and share the right information about customers' issues in ServiceNow
.Help your team members to work with Support teams on complex or high-risk problems
.Own the team's issues, by sharing skills and insights, encouraging them to work with other shifts and teams, following up on unresolved incidents and communicating progress
.Manage the team's resources and workload to prioritise and sort out customers' problems according to our service level agreement and shift patterns
.Keep improving the team's service, by gathering and reporting suggestions for raising first time fix rates, improving customer satisfaction, and reducing risk
.Keep up to date with changing security requirements
.Uphold our standards, processes, and policies
.Good hands on experience in excel & PowerPoint
.Flexible to work on night shifts
The knowledge, experience, and qualifications you need
.Two to three years of service desk lead experience
.Around three years of experience on technical service desk support
.Experience of understanding customers, managing incidents and meeting business expectations
.Management and coaching experience
.Experience of processes to keep improving service
.Experience of maintaining a

JOB DESCRIPTION IT Service Desk Shift Lead Who we're looking for We're looking for an IT Service Desk Shift Lead who thrives on helping others give the best possible technical service. We currently have service desk in New Zealand & Australia suppor

Skills: Lead I - Cloud Infrastructure Services, technical service desk support

Experience: 1.00-2.00 Years