Helpdesk Team Leader

  • Manage and ensure the smooth operation of Help Desk (Level I/II) and its support to all users with a 24X7 support model.
  • Plan, coordinate, execute and maintain proper Incident Management and Ticket Management for Help Desk. Assist and Coordinates Change Management process for Corp IT.
  • Maintain and improve SLA level, including continuity improvement of the Help Desk operation process and workflow, etc.
  • Coordinate with other site support managers (Network, Telco, DBA’s, etc.) on incidents that are escalated with no response.
  • Manage Active Directory users and group assignments.
  • Manage licensing for Email and Instant Messaging applications.
  • Ensures First Call Resolution (FCR) while building strong customer relationships.
  • Act as an escalation point for Level I/Level II unresolved or escalated incidents.
  • Escalate to internal departments as needed and ensure requests are resolved within Service Level Agreements (SLA).
  • Ensure incidents reported via phone, voicemail, email, or chat are attended and resolved with the SLA. Also log high priority information regarding alarms from network and server monitoring tools. Ensures all incidents are captured and logged in the Help Desk logging system.
  • Co-ordinate, and track change request, and incident-tickets from initial to close status. Ensure timely resolution and closure of incidents-tickets are within SLA’s. Log tickets and requests received via phone, voicemail, chat, and email; and will also log information regarding alarms from network and server monitoring tools.
  • Monitor and respond to alerts generated by various network and server technology tools, solving initially and escalating when necessary.
  • Coordinate issues via technical bridges regarding high level outages for internal and external tools used by the remote locations to service customers. Ensures on-time RCA details is provided for documentation and reference.
  • Compile and provide daily, weekly, and monthly reports including management report requirement on Help Desk operations and issues. Providing in-depth report analysis on identifying Top Call Drivers and daily challenges compromising SLA. This shall include SLA statistics, weekly outages, etc.
  • Owns and ensures all knowledge base systems and documentation are kept up to date.

JOB REQUIREMENTS:

  • Bachelor’s degree in Computer Science or similar concentration as well as direct work experience.
  • 3+ years customer support/help desk/service desk related experience in a mid to large size company as a Team Lead or Supervisor.
  • 1+ years of experience operating in a Network Operations Center (NOC) environment.
  • Strong technical troubleshooting skills. Expertise in troubleshooting, performance tuning, and problem resolution.
  • Solid understanding of network environments (Wired and Wireless).
  • Strong working knowledge of TCP/IP, DNS, DHCP, FTP and HTTP.
  • Solid background of MS Windows Clients from Win XP to Win10.
  • Solid Skills on Mobile devices such as iPhones and Androids.
  • Solid understanding of MS Office applications. Solid Experience in MS Excel for reporting requirements.
  • Monitoring solutions such as OpenNMS, Whats Up Gold, or similar technology solution.
  • Experience with CSI, IEX, or call center related software is a plus.
  • Knowledgeable in LS Central, the Microsoft Dynamics 365 and associated MS stack, iOS, Android, and web technologies.
  • Excellent interpersonal and customer service skills.
  • Excellent communication (both written and verbal) skills.
  • Proven ability to multi-task between operational and project related work efforts.
  • Strong documentation and ability to train others.

Temporary WFH
✔HMO from day 1 and nontaxable allowances)
✔DAYSHIFT (AEST) – WEEKENDS OFF
✔1 full-time position available

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