Japanese Bilingual Service Desk Team Lead

4 hours ago

Taguig, National Capital Region, Philippines Fujitsu Full time ₱1,500,000 - ₱3,000,000 per year

Job description:

Role Purpose
The role holder leads, motivates and develops a team of service desk staff to ensure delivery of incident management to agreed levels of service.

Key Accountabilities

  • People Management. Manages, motivates and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.
  • Customer Relations. Establishes relationships with middle to senior level customers and a range of managers across Fujitsu to deliver and enhance their service.
  • Risk Management. Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting service levels. Planning & Control. Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues. Uses strengths of team to achieve effective efficient delivery of service within SLA.
  • Business orientation. Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.Service Delivery. Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.
  • Tools Mastery. Ensure adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage.

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