[EZLINK] Service Desk Duty Mgr
STATE THE REF NO IN SUBJECT
MAIL TO inv_sg yahoo com sg
Ref No. SR02
Job Type/Title Service Desk Duty Mgr
Position Type Permanent
Location Singapore
Main Duties and Responsibilities
• Advise the Global Head of Service Management of areas for
improvement and provide solutions to recurring problems
• Manage staff who provide support to the following types of end user
telephone calls (and examples) :
• Enquiry Call (Updates to incidents raised, PC advice)
• Account Admin (Account lock-out, password reminders)
• Windows 2000 Desktop (Frozen PC, Printer installation
• Outlook Queries (Mail box access, storage problem)
• Desktop PC (Monitor problems, error messages)
• Secure ID Card for secure remote access (PIN reminder)
• Printer (Toner required, paper jam)
• Be proactive in resolving issues and recommending solutions
• Escalate issues to the appropriate regional managers and IT staff
• Develop and maintain rapport with end users by displaying a
detailed understanding of their IT environment and business issues
• Troubleshoot problems methodically and record all troubleshooting
steps in the knowledge management tool
• Identify areas where additional support is required to resolve a
problem or incident, and escalate it in accordance with the agreed
guidelines.
• Analyse the nature of queries and customer problems and provide
suitable solutions within agreed SLA timescales
• Liaise with Major Incident teams Globally to provide an overview of
Customer impact and to provide expectation management
• Develop relationships with 2nd & 3rd line resolver teams to ensure
the common goal of quality Customer Services is obtained.
• • Ensure Service Desk documentation is fit for purpose, perform
regular reviews and act as sign off for acceptance of new processes /
procedures / support requirements on behalf of the Service Desk.
Personal and Team Development – 30%
• Lead, develop and support the Service Desk staff (senior and junior
agents), including recruitment, managing appraisals and performance,
development and discipline.
• Undertake ad hoc projects as agreed with the management team on
behalf of the Service Desk that may involve site visits and / or
customer meetings
• Show an outward commitment to actively develop personal knowledge
• Complies with all company standard working practices including
attendance of team meetings and completion of administrative tasks.
Qualifications/Education Required
University degree : advanced core skills including Mathematics and
high marks in English Language to GCSE or equivalent
Experience Required
1. Experienced and customer driven manager (5+ years) with a
background in managing IT Service Desk teams preferably within the
financial services sector
2. Experience delivering IT Support services to UK, US user base.
3. Experience of providing 1st line support for Windows based
Information Systems in a corporate environment.
4. Experience of working in a full-time customer-facing role
5. Understanding of key aspects to the incident management process
Experience Preferred
Skills / Aptitude Required
1. Posses ITIL accreditation (Foundation Level) or can demonstrate
excellent level of expertise within this environment.
2. Experience with MS Technologies, Operating Systems with knowledge
of Networking and messaging principles.
3. Experience of performing remote support using PCDuo or similar.
4. Acting as a point of escalation for all clients, you will possess
strong problem / issue management skills and will have demonstrated a
strong sense of customer focus in all previous roles.
5. Experience in data analysis and reporting performance to senior
management
6. Track record within service delivery / management / customer
service or related.
7. Analytical approach to Desk management ensuring efficiencies are
realised wherever possible.
8. Competent at handling and managing vendor relationship.
9. Strong Process skills.
10. A track record of service improvement activity
11. Excellent command of both written and spoken English. Ability to
express oneself articulately and to adapt the method and tone of the
communication to the respective audience.
12. Ability to analyse and summarise complex information and present
clearly to a range of different audiences.
13. Diplomacy: understanding of the need for diplomacy and
confidentiality. An ability to temper communications according to the
subject matter without diluting the message or undermining the
integrity of the message.
14. Ability to deal with the pressure of deadlines and to remain calm
while doing so.
15. Able to prioritise and manage multiple conflicting priorities
without impacting delivery of any.
16. Has an appetite for variety, exposure to senior management and
for shaping specific areas
17. Confident, able to speak up with own thoughts and opinions, but
has intuitive sense of judgment, knowing when to let go and accept a
decision or suggestion made by someone else.
18. Experience of working in a highly pressurized shift environment
Skills / Aptitude Preferred
1. Automatic Call Distribution (ACD) application, specifically Avaya
2. BMC - Remedy (or similar problem management system)
3. Willingness to re-locate to Singapore
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