Role Overview:

The Service Desk Expert cum Team Lead is a dual-role position responsible for providing advanced technical support while leading a team of service desk analysts. This role ensures efficient resolution of IT incidents, delivers exceptional customer service, and oversees team performance, training, and process improvements.

Key Responsibilities:

• (Mandarin) English speaker required to provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests.

Team Leadership:

• Supervise, mentor, and motivate service desk analysts.
• Monitor team performance, ticket queues, and workload distribution.
• Conduct training sessions and performance reviews.
• Foster a collaborative and customer-focused work environment.

Technical Expertise:

• Provide L2/L3 technical support for hardware, software, network, and system issues.
• Troubleshoot complex IT problems and escalate when necessary.
• Ensure timely incident resolution within SLAs.
• Business Awareness. Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
• Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Personal Development Takes ownership of own development and has a development plan in place.

Requirements:

• Proven experience in IT service desk/technical support (5+ years).
• Prior team lead/supervisory experience preferred.
• Strong knowledge of ITSM tools (preferred)
• ITIL certification (preferred).
• Excellent problem-solving, leadership, and communication skills.