Job Description
Role:
Mandarin Service desk lead
Experience: 7+ years overall SD experience and 3+ years in TL experience
Language:
Proficient in English and Mandarin (Read + Write + Speak) mandatory and Japanese (Nice to have)
Education:
Bachelor’s degree in IT, Computer Science, or related field (preferred).
Relevant certifications:
SC-900, AZ-900, CompTIA A+, Microsoft 365 Fundamentals (Nice to have)
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Key Responsibilities:
The Service Desk Team Lead leads a team of Service Desk Agents.
Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.
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Major activities:
Monitors open tickets for service level breaches
Identifies potentially major problems.
Uses established procedures, guidelines, and standards
Responds to changing business needs by recommending new ways to handle new issues
Monitors the direction of appropriate incident tracking processes to be followed by team
Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
Conducts leave and resource management for each queue
Handles escalated calls
Implements SIP and CIP
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Conducts quality audits, coaches, and mentors the team members
Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
Attends the monthly quality meeting and BMC Remedy Resolver Group Team Lead
Provide 12/5 support and exceptional customer service.
Monitor and resolve alerts from Microsoft Teams Rooms Pro Management Portal.
Troubleshoot AV equipment, network connectivity, and applications.
Maintain system reliability and minimize downtime through proactive maintenance.
Communicate updates and solutions effectively in required languages.
Stay current with tools, updates, and best practices.
ITIL foundation knowledge
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Specialized Support Areas:
Security & Compliance: Device compliance, Windows updates (SC-900 Certified).
Mobile Support: Device setup, Intune, authentication (CompTIA ITF+ Certified).
Network Troubleshooting: VPNs, network types (AZ-900/CompTIA Network+ Certified).
Messaging & Office Products: All Office 365 products troubleshooting, integration (Microsoft 365 Certified).
OS & Hardware: Devices (Laptop, Desktop, Printer, etc.) setup and hardware issues (MD-100 Certified).
Conferencing & Collaboration: Microsoft Teams setup, navigation, and troubleshooting (Microsoft 365 Certified).