Job Description
Responsibilities
- Manage and lead the Service Desk and staffs to provide 1st level technical support.
- Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.
- Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Report to SD managers on any issue that could significantly impact the SLA and recommends action plan.
- Take overall responsibility for incident management and request fulfilment (if any).
- Ensure staffs take ownership of user’s incidents and be proactive when dealing with user’s incidents.
- Ensure all calls and emails are logged in the Service Desk logging system as per operating procedure.
- Allocate more complex calls and emails to the relevant IT Support member.
- Arrange for external technical support...