Job Description
Responsibilities:
- Lead and manage the daily operational Service Support and assist the respective Service Towers on the Organisation’s Managed Services outsourcing customers’ businesses
- Responsible for account services and prioritization of work requests for customers, as well as to integrate new, enhanced and existing service offerings for the account
- Ensure effective implementation and follow-up of Incident Management & Service Request Management processes of customers
- Monitor and ensure the service delivery and Service Level Agreements meet the Client’s obligations
- Identify, implement and drive service improvements to enhance customer satisfaction
- Involve in resource forecasts to ensure effective delivery of end-to-end services; interpret and plan on-going projects and workload forecasts
- Provide relevant reporting and trend analysis statistics to pro-actively support and improve the customers’ businesses
Requirements:
- Minimum Diploma in Information Technology or relevant qualification
- Minimum of 3 years’ experience in a technical service or team lead desktop support role
- Possess sound technical skills in Microsoft Windows, desktop hardware, desktop software application and network environments
- Possession of industry certifications such as A+, N+ and/or MCSE/CCNA will be added advantage Ability to lead, analyze, diagnose and resolve account service issues
- Strong organizational and interpersonal skills
- Good customer service and support skills
- Independent and results oriented
