Pasig, Philippines

Service Desk Shift Lead

Full-time / part-time
Full-time
Level
Mid-Senior Level
Department
Technology
Address
Ortigas Avenue
Pasig
Philippines

Job description

What to expect day to day

  • Manage a shift Monday – Friday 12am-9am of Service Desk Engineer.
  • Mentor/coach junior staff
  • Ensure resource is allocated effectively to deliver workloads
  • Create an engaging, open and collaborative culture within the team
  • Oversee day to day operations to ensure shift runs smoothly
  • Monitor and report on team performance
  • Create a standard set of MI for your shift
  • Produce ad-hoc reports as required for Board/Executive review.
  • Use reporting techniques to identify trends, patterns and opportunities to improve the service we deliver.
  • Address issues with individual performance, putting plans in place to help colleagues reach their potential.
  • Ensure team are following best practice processes
  • Delegate tasks and set achievable deadlines
  • Assist the Global Head of IT Service Delivery on strategic projects
  • Take part in other ad-hoc projects as required
  • Take the lead role during Major Incidents, moving from RED to GREEN.
  • Document Major Incidents and follow through on root cause.
  • Work with Business Partners to improve the service we deliver to the customer. Communicate experience and knowledge to other members of the Global IT function
  • Provide on-call support when required including weekends.
  • Take the lead in developing good customer service initiatives

Qualifications

Required Experience

  • Experience of managing a number of Service Desk Engineers
  • Exposure to the ITIL best practice Framework (ITIL Foundation preferred)
  • Previous experience in a technical role to assist with Incident Manager duties.
  • Experience of delivering support in a large scale, diverse global environment.
  • Experience of SACM solutions
  • Experience of Knowledge Management solutions
  • Experience with the end to end ITIL lifecycle

Additional information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.

Company description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

As Service Desk Service Shift Lead you are the first point of contact for our colleagues in the business across the globe. Our business relies on you to provide first class support services to resolve issues and fulfil customer requests in a timely and professional manner. 

Our IT function partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients. We strive to be a leading-edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first-class services.

As Service Desk Shift Leader, you understand that a customer focused, slick Service Desk can deliver business edge. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation.

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