Service Desk Team Lead

2 weeks ago

Manila, National Capital Region, Philippines HCL Technologies Philippines Inc Full time

About the role

As the Service Desk Team Lead at HCL Technologies Philippines Inc, you will be responsible for leading a team of service desk professionals who provide high-quality technical support to our diverse customer base. In this key role, you will be pivotal in ensuring the efficient and effective delivery of IT services, while also driving continuous improvement and enhancing the overall customer experience.

What you'll be doing

  • Manage and oversee the day-to-day operations of the service desk team, including setting priorities, assigning tasks, and monitoring performance
  • Provide leadership, mentoring, and training to team members to develop their skills and knowledge
  • Collaborate with cross-functional teams to identify and resolve complex technical issues in a timely manner
  • Implement and maintain standard operating procedures to ensure consistency and quality of service
  • Analyse service desk metrics and data to identify trends, opportunities for improvement, and inform strategic decision-making
  • Foster a positive and productive team environment that promotes employee engagement and job satisfaction
  • Serve as a subject matter expert and liaison between the service desk and other IT and business stakeholders

Skills

  • Language skills: Fluent English (written and spoken)
  • Versant Cleared or equivalent
  • Must have basic to advanced technical skills
  • Must be business-focused and have a good understanding of the business units within AMD & ability to prioritise work.
  • Excellent communication skills (active listening skills)
  • Must be diplomatic and possess interpersonal skills
  • Ability to understand the business objectives
  • Must have team spirit
  • Professional code of conduct
  • Must have extensive knowledge of remote access processes for assisting First Level
  • Must have a good understanding of the organization and their infrastructure
  • Must be able to deal with stress
  • Evolving management & leadership skills
  • Must have basic technical knowledge of all technology used for the business processes.
  • Must have empathy with users

Tech Skills

  • ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management
  • Technical helpdesk or technical call center experience is necessary
  • Disciplined, systematic problem-solving skills required
  • Troubleshooting experience with the following:
    • Windows Operating systems
    • Clients: Windows 7, Windows Vista, Windows XP, Windows 2000
    • Servers: Windows 2000, Windows 2003, Windows 2008
    • Knowledge of Active Directory, Exchange 2003/2007
    • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
    • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
    • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
    • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
    • Internet browsers (e.g. Explorer, Chrome, Firefox)
    • VPN and remote dial-in users
    • Support for laptops, desktops, and printers
    • PDA and Blackberry support
    • Others: Adobe Acrobat and other common desktop applications like Winzip, etc.

What we offer

At HCL Technologies Philippines Inc, we are committed to providing our employees with a rewarding and fulfilling work experience. Some of the key benefits and perks you can expect include:

  • Competitive salary and bonuses
  • Comprehensive health insurance coverage
  • Opportunities for career development and advancement
  • Flexible work arrangements, including the option to work remotely
  • Employee wellness programs and recreational activities
  • Supportive and collaborative work culture

About us

HCL Technologies Philippines Inc is a leading global technology company providing comprehensive IT services and solutions to clients across a wide range of industries. Our mission is to empower our clients to achieve their business objectives through the innovative use of technology. With a strong focus on innovation and customer success, we are committed to driving digital transformation and creating a positive impact on the communities we serve.

If you are a passionate and experienced Service Desk Team Lead who is eager to join a dynamic and innovative organization, we encourage you to apply now.

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