Job Description

• Oversee the delivery of IT services, ensuring they meet established SLAs

• and service quality standards.

• Handle escalations and major incidents, ensuring timely resolution and

• effective communication with stakeholders. Investigate and escalate

• lapses or complaints relating to the Service Desk Engineers to the EDX

• team.

• Leads the team to perform service recovery in the event of issues.

• Manage daily manpower resourcing by overseeing both the Service Desk

• team and a pool of buffer Service Desk engineers to cover planned

• leaves/urgent leave/ medical leave.

• Mentor, provide guidance and support to the Service Desk team.

• Lead and develop the service desk team, including hiring, training, and

• performance evaluations.

• Ensure the team knows how to use the provided ESM tool (e.g.,

• ServiceNow) effectively for ticket management and service delivery.

• Ensure the entire team is familiar with and kept up-to-date on the service

• desk processes and workflow.

• Identify and implement improvements along with updating of

• documentation for service desk processes and procedures.

• Foster a customer-centric culture within the team, emphasising excellent

• customer service.

• Attends regular meeting (weekly and monthly) with EDX Team and

• prepare weekly and monthly reports.

• Suggest and implement service improvement plans to enhance service

• delivery and employee satisfaction.

• Provide suggestions to the EDX team on what to update in the IT Service

• Desk playbook, ensuring it is comprehensive and current.

• Stay relevant with industry trends and best practices, integrating them

• into the service delivery strategy.

• Adhere to ITIL processes and frameworks, ensuring best practices in IT

• service management.

Requirement

• Degree in Computer Science, Information Technology, or a related field.

• ITIL 4 Foundation Certification

• ITIL 4 Intermediate / Expert preferred

• Project Management Professional (PMP) or similar will be an added

• advantage.

• Strong understanding of minimally end user computing devices, M365

• applications, network, endpoint protection and Video Conferencing/ AV

• solutions will be an advantage

• Proficiency in using ESM tools such as ServiceNow.

• Prior experience in a service delivery or IT management role within a

• corporate environment.

• Strong background in managing and leading IT Service Desk operations and

• teams for at least 3 years.

• Excellent leadership, team and stakeholder management skills.

• Strong communication and interpersonal skills.

• Strategic thinking and problem-solving abilities.

• Strong time management and multitasking skills.

• High level of customer service orientation.