IT Service Desk Team Lead AU Retail Office-based

Schedule: Monday to Friday (6:00AM - 3:00PM PHT)

What are we looking for?

Skills Required

• Demonstrated experience in leading a team of IT Service Desk and/or IT Operational department within a complex multi-location business.
• At least 2 years experience in a service desk environment or call centre.
• Excellent customer services skills
• Excellent technical and troubleshooting skills.
• Ability to understand requirements and documentation procedures.
• Ability to work effectively both independently and as part of a team.
• Knowledge of the retail industry highly desired.
• Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10
• Exposure to ServiceNow, Salesforce, Active Directory, Share Point and Point of Sales (POS) desirable.
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices.
  
  

• Engagement and Incident Management: Warmly engage team members, understanding and prioritizing their incidents. Ensure a high level of incidents and requests are addressed efficiently, while maintaining a low average age of incidents.
• Service Management:
• Response and Resolution: Address incidents and requests based on priority and within set time frames. Document actions clearly in each ticket. Utilize Knowledge Articles for effective troubleshooting before escalating.
• Service Improvement: Identify trends to reduce service interruptions and minimize impact. Collaborate for problem management. Contribute new procedures to the Knowledge Management System.
• Best Practices: Uphold ITIL standards in Incident, Problem, and Change Management, aligning with agile methodologies.
• Leadership:
• Uphold company values.
• Role Clarity and Feedback: Clarify role responsibilities. Regularly document and review performance expectations. Provide and seek feedback.
• Personal Development: Identify personal development needs and engage in development activities. Lead or participate in change initiatives.
• Equipment Operated/Technology Used:
• Tools and Technologies: Proficient in Microsoft Windows, Office 365, ServiceNow, Active Directory, AirWatch, VMware, SharePoint, and other relevant Information and Communication Technologies.
• Other duties as assigned.
  

• Work with other IT team members to achieve the common goals of the team.
• Establish and maintain strong working relationships with other team members.
• Work closely with third party vendors and support personnel
• Attend to scheduled meetings, training sessions and group activities.
• Foster good communication with your workplace colleagues
• Promote collaborative teamwork while demonstrating a positive can-do attitude.
• Bolster ITs reputation by building relationships with our customers and increasing their confidence and trust in us.
• Work and liaise with people from a diverse range of multicultural background
  
  

• Office-based Work Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA