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Team Leader - Service Desk

Date: 05-Jan-2022

Location: Taguig City, Philippines

Company: Canon

Essential Duties

  • Complete understanding of client service level agreements and the ability to recognize the importance of, and take action on, priority incidents.
  • Accountable for ensuring performance standards and client service agreements are met.
  • Perform the role on an as needed basis of a Service Analyst or Specialist to ensure customer/end user satisfaction and adherence to contractual obligations.
  • Acts as the first point of contact for escalated issues from team members on shift, identify root causes and assist employees through to resolution
  • Responsible for providing high quality and efficient customer service through daily supervision of Service Analyst and Service Specialist job performance to include coaching, problem solving, workload management, and oversight.
  • Help drive performance, efficiency, and quality of work by providing guidance, instruction, direction, and leadership.
  • Responsible for the day to day application of organizational policies and procedures.
  • From time to time, attend and participate in any leadership meetings that may occur outside of normal working hours.
  • Ability to interface with customers, peers, and management personnel in a professional, courteous, and polite manner on a consistent basis.
  • Provide shift end report either verbally or written to leadership team to include any outstanding issues, escalations, or concerns to ensure all parties are aware.
  • Handles through to resolution all escalated customer service problems
  • Process payroll and time off requests for direct report team members as needed while ensuring staffing levels are met.
  • Demonstrate leadership qualities by effectively communicating job expectations, monitoring performance, motivating team members, and performing any coaching, training, or clarifications.
  • Monitor and ensure all quality issues, customer complaints, and training items are acknowledged and understood by group.
  • Assist team with questions on all accounts by walking them through the documentation and ensuring a complete understanding of the resolution.
  • Responsible for ensuring staff has the appropriate level of formal or on-the-job training to effectively perform the duties and responsibilities of their job.
  • Coaches staff to improve business factor and ensure such interactions are documented in the approved location.
  • Maintain professional and upbeat atmosphere.
  • Monitor employee performance and communicate with manager to develop action plans for improvement as needed.
  • Maintain a current and accurate understanding of all customers, and immediately escalate to the management team with questions.
  • Daily tracking of ticketing system, including active ticket monitoring.
  • Daily tracking of phone queue to ensure customers are being serviced within service level agreements SLAs.
  • Weekly and individual training with all personnel including the surveys are kept up to date and all acknowledgements are completed immediately following training.
  • Point of contact for client and customer issues or complaints.
  • Acts Incident Manager during a Service Disruption including escalating all issues to a member of management team.
  • Handles manager on duty duties and any requests that come in on it immediately.
  • Maintaining discretion with any/all information that has not/will not be communicated to the agents.
  • Other duties as assigned



Qualifications

  • Previous experience in a supervisory role, preferably in IT Support
  • Excellent communication skills with a strong customer focus Solid organizational skill, including multitasking and time- management.
  • Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
  • Dynamic, energetic, motivated, positive outlook.
  • Experience with using ServiceNow to manage support tickets.
  • Ability to work with minimal supervision
  • Knowledge / experience with the following applications and technologies is advantageous: Networking, Shell scripting, Windows, Azure, Microsoft 365, Active Directory
  • ITIL Training and experience required but certification is optional
  • Experience in using ServiceNow ticketing system is a MUST.
  • Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology or equivalent.
  • Willing to work in BGC, Taguig City.
  • Must be open to night shift schedule.