Service Desk Shift Lead

Viridian Solutions Sdn Bhd – Kuala Lumpur, Kuala Lumpur

Job Description : This role encompasses in day to day management of the servicedesk analyst working in the shift-based roster ensuring efficiency, quality and SLA driven operation delivery.

Core Responsibilities

• Manage a team of servicedesk analyst to ensure adequate resources to cover 24x7 support and delivery
• Organizing the shift schedules
• Monitoring attendance, tardiness and time off
• Assigning duties to specific employees based on role and skills
• Supervising the shift servicedesk analyst and assisting with task as necessary
• Provide guidance, mentor and training to junior staff
• Conduct regular performance reviews of the servicedesk team and provide feedback to management
• Training new staff and plan existing staff internal development program
• Handling customer issues and escalation
• Adhering to company security and safety standard
• Ensure servicedesk operation manual, faq, runbook, cookbook and documentation is up to date
• Ensure annual servicedesk BCP conducted in orderly mannered and achieve the intended target
• Track and analyze trend of servicedesk achievement to provide improvement plan
• Participate in internal or external audit to achieve ISO compliance or internal audit compliance
• Participate in the CSAT and internal staff survey to derive areas of improvement and achievement
• Provide weekly, monthly, annual SLA reporting on servicedesk operation

Desired Certifications

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