企业服务台团队负责人 (HC)
Team Lead, Enterprise Service Desk (HC)
Category: IT Services
Location: Makati National Capital Region (Manila) Philippines
SUMMARY
Enterprise Service Desk Team Lead 的主要职责是作为技术升级支持 Tier 1 和 Tier 2 团队，主动处理工单，并确保请求和事件在服务交付模型中按照 SLA 承诺高效进行。作为技术升级时，Team Lead 应为 Enterprise Service Desk 团队的其他成员提供高级故障排除和指导，同时与 Tier 3 和其他专家团队协作，推动客户请求和事件的及时解决。
JOBRESPONSIBILITIES
- 全天候持续监控并执行 SLA 和 KPI，针对实时工单确保服务性能和响应性。
- 为所有 Service Desk 分析师提供培训、指导和实时帮助。
- 识别团队中的优劣势，并在适当的时候和/或在评估周期内与 Service Desk 管理员沟通。
- 协助管理层进行 QA 审核流程，以提高工单质量和升级。
- 为所有 Service Desk 分析师提供程序性和技术性升级支持和指导，同时确保达到最高水平的客户服务。
- 审核并批准升级到 Tier 3 和其他专家团队的技术升级，以确保工单的卫生状况和相关信息的存在。
- 通过执行终端用户 PC 和系统故障排除，以及根据需要回应电话、电子邮件和网页请求来处理工单。
- 熟悉客户合同，以了解服务级别和义务。
- 协助新员工入职。
- QUALIFICATIONS
- 技术认证和培训为加分项。
- ITIL 认证或对工作实践有深入了解。
- 在相关领域至少 5 年经验。
- 在大型服务交付组织中有经验者优先
- 熟悉 ServiceNow ITSM 平台
- 有事件、请求、问题、变更和重大事件管理经验
- 强大的 IT 基础设施、桌面和网络经验，包括但不限于：
oMicrosoft Windows 10 & 11
oMicrosoft Server 2016 -2025
oMicrosoft 365 & Intune
oEntra ID/Active Directory
oCitrix Xenapp
o虚拟化，例如 VMware、Hyper V、Proxmox
oCisco Meraki
o电子邮件安全，例如 Proofpoint、Mimecast
- 具备口语和书面技能，能够横向和纵向沟通。
- 优秀的客户服务和服务管理能力
查看英文原文
Category: IT Services
Location: Makati National Capital Region (Manila) Philippines
SUMMARY
The role ofEnterprise Service Desk Team Lead is primarily responsible for acting as atechnical escalation supporting Tier 1 & 2 teams, actively working tickets,and ensuring requests and incidents are progressing efficiently in line withSLA commitments throughout the Service Delivery model. When acting as atechnical escalation the Team Lead should provide advanced trouble shooting andmentoring to other members of the Enterprise Service Desk team whilst alsocollaborating with Tier 3 and other SME teams, driving timely resolution ofclient requests and incidents.
JOBRESPONSIBILITIES
- Continuously monitor andenforce SLAs and KPIs throughout the day against live tickets to ensure serviceperformance and responsiveness.
- Provide training, coaching, andreal-time assistance to all Service Desk Analysts.
- Identify strengths andweaknesses among the team and communicate with the Service Desk Manager whenappropriate and/or during review cycles.
- Assist management in QA Reviewprocesses to improve ticket quality and escalation
- Provide both procedural andtechnical escalation support and guidance to all Service Desk Analysts whileensuring the highest levels of customer support are met.
- Review and approve technicalescalations to Tier 3 and other SME teams to ensure ticket hygiene and relevantinformation is present.
- Action tickets by performingend-user PC and system troubleshooting and responding to phone, email, and webrequests as needed.
- Develop familiarity with clientcontracts to understand service levels and obligations.
·Assist in new hire on-boardingprocess.
QUALIFICATIONS
- Technical certifications andtraining a plus.
- ITIL certification or strongknowledge of working practices.
- 5+ years minimum experience ina relevant field.
- Experience within a largeservice delivery organization a plus
·Experience with ServiceNow ITSMplatform
- Incident, request, problem,change and major incident management experience
- Strong IT Infrastructure,Desktop, and Networking experience, including but not limited to:
oMicrosoft Windows 10 & 11
oMicrosoft Server 2016 -2025
oMicrosoft 365 & Intune
oEntra ID/Active Directory
oCitrix Xenapp
oVirtualization, e.g. VMware,Hyper V, Proxmox
oCisco Meraki
oEmail Security, e.g.Proofpoint, Mimecast
- Skills (oral and written), withability to converse both laterally and vertically.
- Excellent customer service andservice management skills.
- High energy, friendly with theability to articulate technical solutions into layman terms
- Able to work under pressure,prioritize and multitask.
JOB REQUIREMENTS
- Should bewilling to accept a long-term work-from-home arrangement.
- Should beamenable to a permanent night shift schedule.
DetailsOriginally posted on Himalayas