Service Desk (Senior Executive)

Job Responsibility

• Overall management of Service Desk performance to ensure service levels and customer satisfaction are achieved or exceeded.
• Responsible for timely resolution of incidents and requests submitted to the Service Desk.
• Generate periodic reports and performance dashboards to be presented to the ICS team in order to improve quality of service.
• Ensure that repeated incidents are identified and rectified through problem and change management procedures.
• Train, coach, and mentor Service Desk Analysts / Engineers.
• Work closely with peers from Level 2 support and / or vendors to ensure timely resolution of reported issues.
• Ensure timely escalation of issues when necessary and work closely with Level 2 support and / or vendors to troubleshoot and resolve issues as per Service Level Agreements.
• Ensure smooth handover of open ICS Service Desk incidents and service requests during shift changes so that these tasks can be followed up and completed in the subsequent support period.
• Conduct regular meetings with the Service Desk team to discuss pressing issues and share the latest updates and any changes to current processes.
• Administer and maintain the availability of Support Works (Service Desk system).
• Flexible and able to undertake any other assignments assigned by Head of ICS from time to time.

Job Requirements

Job Benefits

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