Customer Care Manager – Service Desk

Responsibilities

• Overall management of Service Desk performance to ensure service levels and customer satisfaction is achieved or exceeded.
• Responsible for timely resolution of incidents and requests submitted to Service Desk.
• Ultimate ownership for incidents and request management process.
• Ensure that repeated incidents are identified and rectified through problem and change management procedures.
• Train, coach and mentor Service Desk Analysts / Engineers.
• Monitors support issues at sites to identify patterns and common issues with the aim of prioritizing resolution of issues that significantly improve the degree of reliability and quality of services.
• To be involve in Audit and work closely with the team to deliver the required details.
• Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlight any potential concerns /risks and proactively shares best risk management practices.
• Conduct regular meetings with Service Desk team to discuss pressing issues and share with them the latest updates and any changes to current processes.
• Generate periodic reports for service desk performance and customer review meetings including other ad hoc reporting.
• Administer & maintain the availability of Support works (Service Desk Systems).
• Assures the quality of fixes and improvement plan.
• Flexible and able to undertake any other assignments assigned by superior from time to time.

Requirements

• Candidate must possess at least a Diploma or Bachelor’s Degree in Computer Science/ Information Technology or equivalent.
• A minimum 5 years of experience in ITIL and service desk support.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.
• Computer literacy in order to type up reports, results and details of customer interaction The ability to maintain calm under pressure, open minded and eager to learn.
• Good knowledge in client service orientation, dealing with difficult situation, developing others, team leadership, teamwork and cooperation.