IT Service Desk Lead (AU Retail Pharmacy, Office-based)
ConnectOS
- Mandaluyong City, Metro Manila
- Permanent
- Full-time
- Demonstrated experience in leading a team of IT Service Desk and/or IT Operational department within a complex multi-location business.
- At least 2 years of experience in a service desk environment or call center.
- Knowledge of the retail industry highly desired.
- Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10
- Exposure to ServiceNow, Salesforce, Active Directory, Share Point and Point of Sales (POS) desirable.
- Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices.
- Exhibits a strong customer service orientation.
- Demonstrates excellent written and verbal communication abilities.
- Capable of working independently with minimal supervision
- Possesses excellent analytical and problem-solving skills.
- Highly motivated to continuously improve and achieve success.
- Prioritize and address team members' incidents efficiently, while maintaining a low average age of incidents.
- Provide effective service management involves prioritizing and resolving incidents and requests promptly, documenting actions clearly, utilizing knowledge articles for self-service, identifying trends to prevent disruptions, collaborating on problem solving, sharing knowledge through the Knowledge Base, and adhering to ITIL best practices while aligning with agile methodologies.
- Demonstrate leadership by upholding company values, providing role clarity and feedback, documenting performance expectations, and seeking feedback.
- Identify personal development needs and engage in development activities. Lead or participate in change initiatives.
- Equipment Operated/Technology Used: Proficient in Microsoft Windows, Office 365, ServiceNow, Active Directory, AirWatch, VMware, SharePoint, and other relevant Information and Communication Technologies.
- Co-ordinate and resolve day-to-day service issues to provide service continuity.
- Improve service delivery through identification and resolution of service deficiencies.
- Ensure that there are adequate Service Desk Analysts available to answer team member queries.
- Point of escalation for the Service Desk Analysts
- Ensure knowledge articles are kept up to date and training opportunities are identified and performed.
- Available to cover 24/7 roster to maintain business operations requirements.
- Medical, Dental Coverage and Life insurance from day 1 of employment
- Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
- Competitive salary package and annual appraisal
- Financial Assistance Program
- Mandatory Government Benefits and 13th Month Pay
- Complimentary Sleeping Quarters, Coffee at no cost
- Complimentary Office Fitness and Wellness Facilities at no cost
- Regular Company Events, Work Life Balance, and Career growth opportunities
- Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA