The Team Leader (Internal Service Desk) is responsible for providing and supporting the day to day provision of the Services and promoting the technical knowledge and understanding of the Internal Service Desk team, in a manner which is conducive to effective working relationships and in line with Company's values and objectives.
This includes ensuring that a continually high level of service is provided to the customers. To provide this high level of service the Internal Service Desk Team Leader will be required to effectively manage their available resources, including team members, equipment, information, and technologies, and to ensure that all necessary information is available to and understood by their team.
- Global infrastructure support, infrastructure I.T projects, TCIS service implementations and providing on-standby duties
- Supporting, Implementing and Administering TCIS Global I.T infrastructure
- Hosting I.T Team Meetings with I.T group and other TCIS departments
- Close liaison with Internal Service Desk team
- Assisting with I.T support incidents
Requirements
- Maintain a quality business relationship with all customers
- Monitor and manage agent resource and performance
- Maintain the day-to-day operation of the team
- Provide high level professional IT support in an efficient manner
- Make effective use of procedural, informational, and technical documentation
- Actively promote the team's understanding of relevant technical and procedural information through effective knowledge management
- Service Level monitoring, Service issue prevention
- Workforce planning and management
- Team coaching and development
- Report analysis
- Act as 1st point of escalation for team queries, customer complaints, issue investigation
- Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements
- Monitor, manage, and seek to continually improve agent performance
- Develop and maintain effective working relationships with colleagues
- Develop and maintain effective teamwork
- Actively and continuously develop the working knowledge and understanding of the Helpdesk team
- Identify training needs and conduct formal training sessions to ensure that all team members have a thorough understanding of the departmental processes
- Timely and effective communication of service or personnel related issues to management and / or customers
- Timely and effective communication of new processes and procedures or changes to processes and procedures to team members
- Liaise with other team leaders to ensure consistency, efficiency, and the effective use of resources across the Managed Services Department
- Responsible for implementing, supporting, and improving the I.T systems that operate the 24x7 TCIS I.T environment
- Assist with conducting Change Management for TCIS I.T services
- Infrastructure design lead for TCIS internal I.T Services
- Mentoring of fellow, I.T Technical Support Analyst
- Liaising with internal, external support groups as well as vendors as required
- Assisting other TCIS departments when required to-do so, on reporting hardware and software (Example: Carrying out audits)
- Monitoring and troubleshooting TCIS Global I.T infrastructure
- Providing out of hours I.T technical support
- Reviewing, updating, and creating TCIS I.T documentation
- Provide guidance to I.T Technical Support Analyst Team (ISD)
- Working on, managing, and resolving Zendesk Incidents relating to the infrastructure and other TCIS I.T areas
- Proactively propose, design changes, and improvements to the TCIS global I.T infrastructure and end-user environment
- Manage and delivery TCIS global I.T infrastructure solutions
- Work with other TCIS service management groups to assist with I.T project duties
- Ensure a close working relationship is always maintained with the appropriate TCIS customer service representatives
- Provide, as and when required information to customers, TCIS staff and management, both pro-actively and reactively, relating to the TCIS Global Infrastructure and end user support
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level with the following benefits:
- Direct employment contract for an indefinite period
- Cafeteria
- Training opportunities
- Diverse and friendly work atmosphere
- Modern office enviroment