IT Service Desk Team Lead
4 days ago
We are seeking a Service Desk Team Lead with strong customer service skills and a solid technical foundation to join our dynamic IT team. The ideal candidate will be responsible for providing first-level support to end-users through various communication channels, including email, phone, chat, and walk-ins.
Key Responsibilities:
- Ticket Management:
- Create and log tickets based on customer requests, incidents, or inquiries received via email, phone, walk-in, or service portal.
- Accurately prioritize and categorize issues based on severity and impact.
- Provide timely status updates to end users regarding ticket progress and resolution.
- Technical Support:
- Provide general guidance and first-level support on technical issues through troubleshooting, problem analysis, and information gathering.
- Escalate unresolved issues to appropriate support groups (Level 2/3) following established escalation procedures.
- Identify and assign appropriate onsite resources when needed.
- Process & Service Excellence:
- Monitor ticket progress to ensure timely resolution within defined Service Level Agreements (SLAs).
- Submit end-of-day reports to the Team Lead, detailing ticket status and counts.
- Update and maintain knowledge base articles and documentation.
- Recommend improvements to service desk operations and contribute to process enhancement initiatives.
- Incident & Communication Management:
- Manage critical incidents with urgency, ensuring proper escalation and communication.
- Interface with customer focal points and third-party service providers as needed for incident resolution.
- Provide standard reports and analysis of tickets to identify trends and opportunities for improvement.
- Multi-Channel & Multi-Function Support:
- Handle customer concerns across various support channels such as voice, email, chat, and chatbot.
- Support multi-functional service desk operations and extended service hours as required.
Qualifications:
- At least 1–2 years of experience as a Service Desk Team Lead or similar role.
- Proven experience in using ServiceNow or other ITSM ticketing tools.
- Experience with basic troubleshooting of hardware, software, and network issues.
- Demonstrated ability in people management, team coordination, and workload prioritization.
- Can start ASAP.
Skills & Traits:
- Strong communication and interpersonal skills.
- Analytical mindset with a focus on continuous improvement.
- Business acumen with the ability to balance technical support and customer satisfaction.
- Ability to work under pressure and manage multiple tasks simultaneously.
Additional Requirements:
- Ability to work flexible hours, including extended shifts when necessary.
- Must be proactive, collaborative, and service-oriented.
- Strong attention to detail and documentation.
Job Type: Full-time
Pay: Php25, Php30,000.00 per month
Benefits:
- Health insurance
- Paid training
Application Question(s):
- What is your expected salary?
- Are you willing to be assigned in Mandaluyong?
Willingness to travel:
- 100% (Required)
Work Location: In person
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