Summary of the role
Desktop Team Lead is responsible for providing leadership support and direction of the daily activities of Desktop Support Team. The position oversees, delegates and participates in the diverse job tasks of the Desktop Support, including but not limited to, hardware and software, printers, projects and related IT equipment. The incumbent may also perform network and server related support for requests or projects as required in the support organization.
Responsibilities
• Lead and manage the daily operational service support and assist the respective Service Towers on the NEC Managed Services’ outsourcing clients and customers’ businesses
• Lead to analyze, diagnose and resolve account service issues
• Responsible for account services and prioritization of work requests for customers, as well as to integrate new, enhanced and existing service offerings for the account
• Ensure effective implementation and follow-up of Incident Management processes of customers
• Monitor and ensure the service delivery and Service Level Agreements meet the NEC’s obligations
• Identify, implement and drive service improvements to enhance customer satisfaction
• Involve in Change Management and resource forecasts to ensure effective delivery of end-to-end services; interpret and plan on-going projects and workload forecasts
• Provide relevant reporting and trend analysis statistics to pro-actively support and improve the customers’ businesses
• Any other ad-hoc duties as required or assigned
Requirements
• Bachelor Degree or Diploma in Computer Science or IT related studies
• Industry Certifications, such as A+, N+ and/or MCSE/CCNA, will be an added advantage
• At least 5 years of experience in a technical service and team lead’s role
• Sound technical skills in Microsoft Windows, desktop hardware, desktop software application and network environments
• Effective oral and written communication skills
• Strong organizational and interpersonal skills
• Good customer service and support attributes
• Independent and results-oriented
