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

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

• Making sure chat and calls are picked up and answered

• Manage agent AUX/ Breaks

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

2. End to End shift management

• Shift handover (shift Wise internal)

• Outages and maintenance reporting (if any)

• Co-ordinate with SD L2 Team for Outages, VIP Tickets, escalated Tickets which need immediate attention

• Report analysis (Daily ticket, chat, ...