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TheIT Service Desk Leadis responsible to lead a team of 10 people or more and act as the first point of escalation for performance issues within the team and customer related issues.
This role is in charge of informing the line management of any escalating issues to ensure they are resolved within reasonable time scales.
He/She will also monitor, audit, report and analyze the health of the IT Service Desk function using ticket-related performance KPIs and provide regular and ad hoc status updates to line management.
Make an Impact by:
Day to day accountability for the IT Service Desk function and ensuring an excellent IT service to Singtel.
Maintain staff schedules to ensure IT Support continuity for 24/7.
Deliver end-to-end support in accordance with IT service management procedures.
Act as the communications lead following an agreed major incident procedure and be responsible for service-related communications.
Identify improvement opportunities and work with line management to implement programs that enhance IT Service Desk operations, customer satisfaction with IT, and overall usage of the company's technology products and services.
Monitor queues, calls, and interactions of the IT Service Desk staff including the ticketing system, documentation, and escalations to ensure that all interactions and escalations meet established criteria and are documented appropriately.
Set goals for performance, support, and develop staff through regular coaching meetings, training needs analysis, development plans, and appraisals.
Proactively learn and train other staff members on new product and service technologies.
Ensure that IT asset inventories are maintained, ensuring records are kept fully up to date.
Supervise the production and maintenance of technical documentation and articles for the knowledge base.
Perform technical support functions via phone, self-help portal, and remote connection as required.
Skills for Success:
5 years+ experience of supervising a busy, well-structured, and mature IT Service Desk (10 pax or more) and experienced in IT Service Desk setup from ground up.
Experience in Incident, Request, Major Incident, and Problem Management gained in an ITIL-based organization.
It is expected that the post-holder will have relevant ITIL qualifications.
Experience of working with/optimizing an ITSM tool (Top Desk or similar) and leading small improvement projects/initiatives.
Strong KPI focus - Reporting and monitoring skills and the ability to identify and analyze process-related metrics.
Good technical knowledge of Windows 10 Professional, Microsoft 365, Microsoft Active Directory, Exchange, and SCCM and experienced in supporting users in a VDI environment.
Detailed knowledge of the Microsoft Office 2010/13/16 Suite including installing, configuring, and support within a network environment.
Technical knowledge of remote working technologies – Citrix, VPN, and DUO Administration and supporting video conferencing systems.
Technical knowledge of supporting telephone systems and configuration, analysis, and diagnostics of PC, Printer, and Laptop faults.
Demonstrates an understanding of how IT Services are delivered to end users in relation to front-end and back-end IT Infrastructure.
Works with a global mindset with service and user experience at the forefront.
Your Career Growth Starts Here.
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The Singtel Group is Asia's leading communications group.
We provide a diverse range of services including fixed, mobile, data, internet, TV, and infocomm technology (ICT) as well as digital solutions.
Our main operations are in Singapore and Australia.
Headquartered in Singapore, Singtel has more than 130 years of operating experience and has played a pivotal role in the country's development as a major communications hub.
Today, we continue to lead and shape the local consumer and enterprise market.
Singtel is the largest listed company on the Singapore Exchange by market capitalization.
We are also listed on the Australian Securities Exchange following our acquisition of Optus in August 2001.
To serve the needs of multinational corporations, Singtel has a vast network of offices in countries and territories throughout Asia Pacific, in Europe, and the USA, while Optus has a network of offices around Australia.
The Group employs more than 22,000 staff worldwide.
Perks and benefits: Medical, Sports (e.g., Gym), Family-friendly policies, SingTel Recreation Club.#J-18808-Ljbffr