Job Description & Requirements
We are looking for a team leader to lead a team of IT Desktop and Helpdesk Engineers.
He/She will assist the supervisor in overseeing operations on-site.
Location at Science Park.
Description of role
Assist supervisor in overseeing operations including staffing, scheduling and performance management.
On-site team lead to ensure SLA/KPI is met.
Ensure and monitor team quality delivery by having pleasant end-to-end customer experience and a highly efficient off-site remote IT support process.
Strategize with team in providing increasing ability to resolve requests on first contact.
Handle escalated customer inquiries and resolve operational issues in a timely manner meeting SLA.
Assist in developing and implementing operational strategies to enhance IT concierge service efficiency and customer satisfaction.
Assist in developing and implementing effective knowledge-based process to capture and grow knowledge of current IT application and self-help services.
Requirements:
With at least 2 years of Team Lead helpdesk experience managing the operations and able to handle a team of 12 members.
Team lead experience in Tech Bar environment will be an added advantage
Possess good communication & interpersonal skill