Assoc. Infrastructure Analyst

Assoc. Infrastructure Analyst

UST Global Singapore Pte Limited
Malaysia
2-5 years
Not Specified

Job Description


Job Description :
Service Desk Lead Job Opportunity
The knowledge, experience and qualifications you need:
• As a Service Desk Lead, you required 2+ years of experience in leading a service desk team.
• Experience of understanding customers, managing incidents and meeting business expectations
• Management and coaching experience
• Experience of processes to keep improving service
• Experience of maintaining a great service across different time zones
• Good with Microsoft-based operating systems, especially Windows 10
• Experience of the Microsoft 365 suite
• Experience of security tooling and of protecting networks that link to client devices
The knowledge, experience and qualifications that will help
• Knowledge, experience or a qualification in the ITIL Framework
• Certification as a Microsoft Certified Professional (MCP) or equivalent
• A degree-level qualification in a computing or technical discipline
What you’ll do
• Lead and coach your team members to be superb first points of contact for our internal customers
• Make sure we’re consistent around the world, by working with your peers to hand over, follow through and fix internal customers’ problems and to improve common processes and controls
• Produce governance packs to report management information on progress and risk, and present your proposals for improving customer satisfaction, effectiveness and efficiency
• Nurture great problem-solving, by coaching your team members to listen to customers’ questions, understand what’s gone wrong, work out the right approach for them and fix their problems
• Encourage team members to capture and share the right information about customers’ issues in ServiceNow
• Help your team members to work with Support teams on complex or high-risk problems
• Own the team’s issues, by sharing skills and insights, encouraging them to work with other shifts and teams, following up on unresolved incidents and communicating progress
• Manage the team’s resources and workload to prioritise and sort out customers’ problems according to our service level agreement and shift patterns
• Keep improving the team’s service, by gathering and reporting suggestions for raising first time fix rates, improving customer satisfaction and reducing risk
• Keep up to date with changing security requirements.
• Uphold our standards, processes and policies

Job Details

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