Team Lead (Helpdesk) Job Responsibilities: *Manage a team of Service Desk Representatives *Management activities include employee selection, ongoing performance management, compensation administration, training and development, goal setting, and team-building activities *Assess, identify, and develop team skills (based on business need) by facilitating and providing feedback to team members on Client service, and communication skills, in order to enhance the quality of support and Client satisfaction *Manage customer satisfaction and customer recovery situation *Re-assignment of tickets based on utilisation, if required *Monitor escalation procedure based on SLA *Review open ticket list on daily basis and provide a commentary report on action plan for each ticket *Maintain high morale within team through open communication *Communicate and coordinate with other BU to plan for product release, project handover *Maintain knowledge on current industry-wide trends and potential impact on the support business Job Requirements: *Diploma in IT or Engineering *3 to 4 years similar experience Salary:Negotiable Location:Commonwealth Working Hours:5 days Interested applicants to submit a detailed resume (with Photo) in MS Word format and to include information on the following: 1. Last drawn and/or current salary 2. Expected Salary 3. Date of availability and/or Notice Period Email to : jr@proteamconsultancy.com
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