Description
- Responsible for Leading Team of Onsite IT Personnel
- Supports and / or delegates onboarding training for the new hire IT personnel
- Oversees the service request tickets are fulfilled based on SLA and service quality measures
- Oversees the investigation, troubleshooting, resolution, and appropriate escalation of a range of technology related incidents by ensuring that all incidents are tracked based on SLA and service quality measures
- Ensures delivery of the highest quality of customer service to a broad range of end users
- Provides regular and frequent performance coaching/mentoring and encouraging effective behavior for individual and team success
- Fosters an environment of trust, collaboration, transparency, and accountability
- Build an inclusive environment that values, encourages, and supports differences
- Interacts with both internal and external stakeholders i.e. customers, vendors, etc.
- Supports Line Manager and / or leadership team in continuous process improvement initiatives for the betterment of the service delivery of the team
Requirements
- Diploma in Computer Science / Information Technology.
- Minimum 3 years experience working for an IT / OT Support organization.
- 1 year of Lead experience in an extensive IT or technology-related environment.
- With Good resources and assignment planning skills.
- Proven ability to deliver and support frontline customer service in a fast-paced operational environment.
- Excellent Customer Service and interpersonal skills.
- In-depth knowledge of Microsoft Office and Google Suite Applications.
- Able to communicate clearly with technical and nontechnical audience, both verbally and written, detail-oriented and with strong organization skills
- Good troubleshooting skills of Individual / Shared End-User / IT OT Devices and Network Protocols
- Understanding of Network Protocols is required.
- Good understanding of Web conferencing, Desktop and Mobility technologies
- In-depth knowledge of Microsoft Office and Google Suite Applications
- Deliver IT OT customer service based on service levels and service quality measures, delivering technology services in the field through coordination with central teams, and driving continuous service improvement.
- Experience working in GMP validated environments would be advantageous.
Jayxen Ong | EA Licence No: 24C2176
Shiny People HR Consultancy Pte. Ltd. | Registration No: R24121542
