Helpdesk Lead - Singapore - Jobline Resources Pte Ltd

Jobline Resources Pte Ltd
Jobline Resources Pte Ltd
Verified Company
Singapore

3 weeks ago

Wei Jie

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Wei Jie

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Description

Responsibilities:


  • Assist Head of Operations in managing day to day operation of Helpdesk Coordinating internal resources and facilitating work with other teams and drives continuous improvements in operations.
  • Oversees the Helpdesk operation, setting long term objectives and short term goals to ensure service quality and all KPIs are met
  • Conduct periodic calls/ meetings with clients to foster a strong partnership and ensure that they are kept informed about ongoing improvement opportunities.
  • Monitoring helpdesk reports and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
  • Analyze the business / technology needs of Helpdesk, Identify the need for upgrades, configurations or new systems and report to senior management.
  • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting. # Requirements
  • Diploma / Degree in IT or related discipline
  • Experienced in Customer Service Management
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