Service Desk Specialist

4 hours ago

Manila, National Capital Region, Philippines Lancesoft Philippines Full time ₱900,000 - ₱1,200,000 per year

Job Title: Service Desk Team Leader

Duration:
12+ Extendable Contract

Responsibilities

Key Responsibilities


• Lead and manage the Service Desk team to deliver exceptional technical support to end-users.


• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.


• Monitor ticket queues and ensure SLAs and KPIs are consistently met.


• Provide guidance and mentorship to team members, fostering skill development and performance improvement.


• Act as an escalation point for complex technical issues and ensure prompt resolution.


• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.


• Conduct regular performance reviews Key Qualifications


• BA/BS degree and minimum 3+ years' relevant experience


• Excellent verbal and written communication in English and any additional applicable languages


• ITIL certification required

Interested Candidates please share updated CV to

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