Job Summary

Oversee and manage all Service Desk activities during the shift, ensuring smooth and efficient operations.

Key Responsibilities

• 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 during the.
• 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.

Skill Requirements

• Fluent in English and Chinese (Mandarin & Cantonese), both written and spoken.
• In-depth knowledge of DB is mandatory
• 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.
• Excellent 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.

Other Requirements