Service Desk Lead

Responsibilities:

• Manage a team of Service Desk representatives to ensure the highest quality of customer service and timely resolution of end user issues
• Monitor the performance of Service Desk resources, which includes ensuring the completeness of assigned tasks, addressing and resolving performance related issues, providing feedback on day-to-day performance, preparing and delivering performance evaluations, and identifying and address training needs
• Manage and coordinate urgent and complicated support issues.  Act as escalation point for all requests and incidents by developing escalation processes to ensure free flowing escalation and information within the organization and determining root cause of issues and communicate appropriately
• Oversee the solutions repository and ensure the highest quality solutions are available to the staff
• Develop an effective framework for managing and improving customer support in the organization.  Advise management on situations that may require additional client support or escalation
• Develop Service Level Agreements to set expectations and measure performance
• Provide data and report of KPI's and trends to IT Manager
• Manage process for communicating outage/emergency activities to the organization
• Train, coach and mentor Service Desk staffs including career development.  Oversee staff activities

Qualifications & Experience required:

• Degree in Computer Science or equivalent
• With 3-5 years in a supervisory role within an IT Service Desk.  Strong background in managing a Service Desk environment is highly preferred
• With strong experience on Windows 10, MS Office 2016, Office 365 & Outlook, Symantec Anti-Virus, Smartphone devices and video conferencing
• With solid background in providing customer service to senior management and the ability to explain technical concepts to non-technical users and communicate with all levels of people effectively
• Excellent customer service, interpersonal and communication skills
• A productive and reliable team member with excellent work ethic, and able to work independently toward goals
• Proficiency in both written and spoken English and Chinese

We offer a competitive remuneration package commensurate with qualifications and experience to the right candidate including Global Profit Share scheme, additional fringe benefits of maternity/paternity leave and long-term career development opportunities.

For interested applicants, please click “Apply Now" to submit your online application.

To explore more job opportunities in Arup, please visit our website at http://www.arup.com/Careers/Experienced_Hires/ApplyForAJob

Personal data collected will be used for recruitment purpose only. Applicants not contacted within 8 weeks may consider their applications unsuccessful.