it service desk | helpdesk manager | itsm | inhouse.

About the job

Your role involve:

Overseeing the day-to-day operations of the IT service desk / IT Support team

Ensuring the prompt resolution of customer inquiries and technical problems. Ensuring timely resolution of customer inquiries and technical issues, and maintaining high levels of customer satisfaction.

Monitor helpdesk ticketing system to ensure tickets are handled promptly and efficiently.

Manage the end-to-end problem management lifecycle, including root cause analysis and the implementation of preventative strategies. This includes preparing reports and analyze data to identify trends and areas for improvement.

Set performance goals and KPIs for the team and ensure they are met.

Identify training needs and provide ongoing training to helpdesk staff.

Act as the point of escalation for challenging customer issues.

Manage vendor relationships and oversee the procurement of helpdesk tools and software.

Skills and experience required
As a successful applicant, you will have at least 7 years of experience in IT Support. At least 2 years of experience in managing a team.

Exposure to ITSM / ITIL or ticketing environment will be highly preferred. is required for this role.

Whats on offer

This is an excellent opportunity to join an established end user environment with regional exposure.

To apply online please use the 'apply' function, alternatively you can reach me at https://www.linkedin.com/in/hoonteck-nologyrecruitment. (EA: 94C3609/ R1219669)