Call Centre Manager/ IT Support Manager

Call Centre Manager/ IT Support Manager

The successful incumbent will be handling application support for our clients as well as overseeing a team of 1-2 support analysts.

Responsibilities:

Provide Level 1 and Level 2 ticketing support via email and phone.
Managed external clients support on application related issues within the Service Level Agreement.
Log all support issues in the company issue tracking system.
Perform ongoing configuration of support issues
Ensure all ticketing issues are supported and managed.
Provide after work hours phone stand-by support (on shift with other support analysts) and/or ah-hoc cover for other support analysts (including overseas ones) when required.
Good leadership skills and involved in managing 1-2 Support Engineers.
Possess high level service support to our existing clients.
Ensuring high levels of clients’ satisfaction delivery of service quality.
Monitor all outstanding tickets and ensure that they are escalated appropriately and timely.
Ensure that all outstanding tickets are resolved in alignment to the business SLA obligations and internal standards.

Requirements:

Strong in providing Level 1 & 2 Application Support.
Good in providing Ticketing Support and handling of SLA.
Demonstrated good customer support experie nce.
Min. 3 years of ticketing support experience.
Experience in managing 1-2 team members.
Experience in going through the ticketing life cycle and managing SLA.
Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
Technical knowledge of databases (SQL), integration layers, cloud platforms, and APIs.
Familiarity with ITIL practices, especially incident and problem management.

We respect your privacy and all communication will be treated with confidentiality.

Please contact us or apply in-confidence to us with you updated MS Word Resume to : jeline@starcareerconsulting.com

Yong Jeline (Reg. No. R1101621)

STAR CAREER CONSULTING PTE LTD (EA License: 20C0353)

See also