Singapore Jobs 24×7 L1 Support Lead Position at DXC Technology Singapore Pte. Ltd.

Responsibilities:

• Build a cohesive 24×7 team and manage people effectively. This includes
  • Recruit, train and support service desk representatives and technicians
  • Coach & develop the team by monitoring team members’ training & knowledge. (including Onboarding, training, knowledgebase, etc) 
  • Perform bi-annual assessment ensure high team’s performance
  • Review shift handover checklist and stay on top of team daily activities.
  • Set the direction of the team with thorough understanding of the strategic vision for the service desk
  • Align the team with written processes and standards to ensure operational consistency 
  • Encourage collaboration & engagement, promote no blame culture  & transparency. This to ensure  the team stays on top & informed
  • Constantly review, plan and prioritise the short-term goals of the team to achieve the vision set. Eg: KPI: Service Desk Entry Error < 10% or 1st call resolution target or training service desk to be able to do early detection.

• Ensure the team delivers excellence customer service (timely and accurately) hence reduce incidents & improved resolution time.
  • Delivery, with the full ownership and responsibility of, the 24 hour service desk operations, to agreed SLA performance levels.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations & set customer service standards.
  • Oversees follow ups with customers to ensure timely case attention, resolution, escalation and closure, so that SLA is met.
  • Ensure the team support & coordinate with Support teams (both internal & external) in incident/problem investigation and resolution to satisfy customer queries.
  • Train the team to identify incident trends in order to elevate incidents in accordance with standard operating procedures. (Actively monitor incident & alert trending, always escalate timely and accurately.)
  • Make sure the team contribute and submit knowledge request if found lacking in the knowledgebase.
  • Communicate with executives and business stakeholders to ensure

• Actively initiate and explore opportunities for improving support processes, productivity, reliability and stability and performance of systems and operations
  • Provide customer feedback to the appropriate internal teams for better product/system improvement.
  • Proactively logs, tracks, analyzes and evaluates inquiry/problem reports and makes recommendations to
    • avoid or reduce incident recurrence.
    • increase first call resolution.
    • Improved problem resolution time
  • Provide detailed best practice Service Desk reporting & dashboard to include Operational Performance, Continual Service Improvement and Trend analysis. (Trend analysis skill is mandatory)

Requirements:

• Customer-service oriented with strong problem-solving attitude
• Solid technical background with an ability to give instructions to a non-technical audience.
• Strong leadership skills to coach and mentor
• Strong interpersonal skills for interacting with team members and clients.
• May need to do emergency cover – 12-hr shift including PH and Weekends.
• Must be Singaporean
• Fully Vaccinated

Preferred Qualifications & Experiences:

• Degree in Computing / IT discipline
• Proficient level of Data analysis skill (Power BI preferred)
• Experience with ITIL methodology (Certification in ITILv4 preferred)
• Experience with call tracking / ticket management system dashboard & reporting (ServiceNow Certification preferred)
• Experience of working in complex, high pressured environments within a 24-hour service structure
• Experience with automation and scripting