Job Description:

• Responsible for overseeing the service desk team to ensure service quality, accuracy, and adherence to the target service levels.
• The SD Shift Lead is also responsible for bridging the communication between the customer and IT service providers acting as their point of contact.

Duties and Responsibilities:

• Manage a team of analysts to ensure service desk process standards are properly performed. This includes ongoing feedback, coaching, and personnel development
• Schedule, allocate and review iwork of team members for accuracy and completeness, perform quality control
• Provide customer care and own all customer escalations and complaints
• Perform follow-up and escalations to the service provider and manage customer's expectations by relaying action plan as provided by service provider.
• Provide reports as required by client and management

Job Qualifications:

• Graduate of any IT or computer related courses.
• Atleast 1 year experience as Service Desk.
• With qualities of being a team leader.