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 Mandarin and English both written and spoken.
ITIL 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.
Strong IT Troubleshooting experience.
Business-focused with a good understanding of business units and the ability to prioritize work effectively.
Excellent communication skills, including active listening.
Familiarity with organizational infrastructure and systems.
Evolving management and leadership skills.
Basic technical knowledge of technologies used in business processes.
