ServiceDesk Team Lead: Mandarin

Responsibilities

lOversee and manage all Service Desk activities during assigned shifts to ensure smooth and efficient operations.

lDistribute and balance workload among team members based on priorities and operational requirements.

lDrive the efficiency and effectiveness of the Incident Management process, ensuring incidents are resolved within agreed Service Level Agreements (SLAs).

lMonitor and track the progress of all Service Calls throughout their lifecycle, from logging to resolution, to ensure SLA compliance.

lAllocate Service Desk Agents to tasks such as queue monitoring, phone support, and mailbox management as required.

lAct as an escalation point within the Incident Management process and engage higher-level management support when necessary.

lEnsure effective communication of escalated issues internally and externally, including timely status updates to customers in accordance with SLA requirements.

lHandle customer complaints and proactively identify potential issues.

lEnsure customer satisfaction by addressing concerns from dissatisfied customers and reviewing feedback from customer satisfaction surveys.

lPrepare reports on complaints and corrective actions taken to prevent recurrence.

lMaintain the quality and accuracy of Incident Records and the Incident Database.

lProvide regular reports and management information related to Service Desk performance.

lReview agent calls and provide feedback to ensure adherence to quality standards.

lCommunicate important updates and operational information to the team during the shift.

lDevelop and maintain a comprehensive Training Plan for Service Desk staff.

lEnsure smooth, accurate, and effective shift handovers.

Requirements

lFluent in English and Chinese (Mandarin or Cantonese), both written and spoken.

lITIL V2 or V3 knowledge, particularly in Service Desk, Incident Management, Problem Management, and Change Management.

lProven experience in a technical helpdesk or technical call center environment.

lStrong IT troubleshooting experience.

lStrong analytical and systematic problem-solving skills.

lBusiness-focused mindset with a good understanding of business units and the ability to prioritize work effectively.

lExcellent communication skills, including strong active listening abilities.

lFamiliarity with organizational infrastructure and systems.

lDemonstrated and evolving management and leadership skills.

lBasic technical knowledge of technologies used within business processes.