Service Desk Team Lead

Shift Lead: Service Desk Operations

This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.

*Desired Skills & Experiences

1. Manage and Support Daily Operation

2. Live Queue Monitoring (Chat/ Call/ Tickets (SS & Emails)

3. Making sure chat and calls are picked up and answered
4. Manage agent AUX/ Breaks

5. Daily manpower status check and arrangements, make sure agent adhere to roster accordingly

6. End to End shift management

7. Shift handover (shift Wise internal)

8. Outages and maintenance reporting (if any)
9. Co-ordinate with SD L2 Team for Outages, VIP Tickets, escalated Tickets which need immediate attention
10. Report analysis (Daily ticket, chat, calls, emails)
11. RTO at the start of shift
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