Service Desk Team Lead

3 hours ago

Makati City, National Capital Region, Philippines Stores Specialists Inc. Full time ₱104,000 - ₱130,878 per year
  • The Service Desk Lead oversees the day-to-day operations of the SSI IT Service Desk, with the primary goal of ensuring timely and efficient resolution of user issues and requests.
  • The role makes decisions about the coordination of the team's day-to-day activities to ensure deadlines and service levels are met.
  • Provide guidance, training, and support to Service Desk analysts to ensure they can effectively handle support requests.

ROLES & RESPONSIBILITIES

  • Triage complex issues escalated by Service Desk Analysts and refer to the appropriate support level or subject matter experts and determine time required to resolve..
  • The position makes decisions about how to prioritize and allocate requests, resolve particular problems as they arise and escalate matters as required.
  • Planning and scheduling shift coverage to ensure adequate support for end-users.
  • Ensure incidents and requests are resolved within agreed-upon SLAs and within the team's operational requirements.
  • Monitor ticket queues, manage escalations, and prioritize work streams.
  • Implement and manage the help desk ticketing system.
  • Monitor key performance indicators (KPIs) and performance metrics.
  • Identify areas for improvement and implement solutions to enhance service delivery.

REQUIREMENTS:

  • Completed a Bachelor's Degree education in IT/Computer/Engineering courses; or similar.
  • More than 1 year of IT experience with 1+ years in IT Helpdesk responsibilities in retail or anything similar or related.
  • Must have a Track record of taking initiative to solve critical functional problems -Assumes ownership within own organization and with supporting groups
  • Proven ability to prioritize based upon changing commercial pressures
  • Experience in leadership in IT.
  • Must have excellent spoken and written English and must be highly communicative especially to remote stakeholders; needs a very strong sense of urgency and follow up.
  • Persuasive, confident and diplomatic, and a fast learner.

Job Types: Full-time, Permanent

Work Location: In person

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