Oversee and manage all Service Desk activities during the shift, ensuring smooth and efficient operations.
Distribute and balance workload among team members based on priorities and requirements.
Drive the efficiency and effectiveness of the Incident Management process, ensuring incidents are resolved within Service Level Agreements (SLAs).
Provide regular reports and management information related to Service Desk performance.
Allocate agents to tasks such as queue monitoring, phone support, and mailbox management as needed.
Handle complaints and proactively identify potential issues.
Communicate important updates and information to the shift's team.
Review and provide feedback on agent calls to ensure adherence to quality standards.
Track the progress of all Service Calls throughout their lifecycle (from logging to resolution) to ensure they are resolved within SLA timelines.
Ensure Service Desk Agents communicate escalated issues effectively, both internally and externally, including providing status updates to customers as required by SLA.
Maintain the quality of Incident Records and the Incident Database.
Serve as an escalation point within the Incident Management process, engaging higher-level management support when necessary to resolve issues.
Ensure customer satisfaction by addressing concerns with dissatisfied customers and reviewing feedback from customer satisfaction surveys. Prepare reports on complaints and corrective actions taken to prevent recurrence.
Develop and maintain a comprehensive Training Plan for Service Desk staff.
Ensure smooth and effective shift handovers.
Requirements
:Fluent in English and Chinese (Mandarin & Cantonese), both written and spoken
.In-depth knowledge of DB is mandator
yITIL V2 or V3 knowledge, especially in Service Desk, Incident Management, Problem Management, and Change Management
.Experience in technical helpdesk or technical call center environments is required
.Strong analytical and systematic problem-solving skills
.Troubleshooting experience with
: Windows Operating Systems (Windows 7, Vista, XP, 200
0)Windows Server (2000, 2003, 200
8)Active Directory, Exchange 2003/20
07ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Cent
erUser account creation for Active Directory, Exchange Mailboxes, and Distribution Lis
tsRemote desktop connectivity tools (e.g., SMS, Bomgar, WebEx, Live Meeting, and native Windows tool
s)MS Office Suite (XP, 2003, 2007): MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Project, MS Vis
ioInternet browsers (e.g., Internet Explorer, Chrome, Firefo
x)VPN and remote dial-in user suppo
rtLaptop, desktop, and printer suppo
rtPDA and Blackberry suppo
rtCommon desktop applications such as Adobe Acrobat, WinZip, et
c. Business-focused with a good understanding of business units and the ability to prioritize work effective
ly.Excellent communication skills, including active listeni
ng.Familiarity with organizational infrastructure and syste
ms.Evolving management and leadership skil
ls.Basic technical knowledge of technologies used in business process
