Technologist I, Global Service Center

Description

• Oversee the handling and resolution of incoming service requests, incidents, and technical support tickets to ensure they are logged, prioritized, and assigned appropriately.
• Report Management: Prepare, publish & maintain reports
• Supervise a team of service desk agents, providing guidance to ensure a high standard of service delivery.
• Identify opportunities for process optimization within the service desk, focusing on improving efficiency, service quality, and customer satisfaction. Collaborate with team leads and management to discuss findings and implement corrective actions.
• Collaborate with GSC managers and other IT teams to implement process improvements based on audit results, user feedback, and performance data.
• Improve existing training content for new hires and perform tna (training need analysis) for existing staff.
• Prepare and submit detailed reports on SLA’s, KPI etc.
• Ensure all incidents and requests are documented accurately, and that the resolution is fully described for future reference and analysis.
• Serve as the first point of escalation for complex technical issues, ensuring timely resolution or handover to appropriate technical teams.
• Develop and deliver ongoing training to the service desk team based on audit results, emerging technologies, and common support issues.
• Oversee the operational activities of the service desk team to ensure smooth execution of the incident management process and service requests.
• Ensure service desk agents meet agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for response and resolution times across all support channels (calls, emails, chats, and tickets).
• Ensure that agents are equipped with the knowledge and skills to meet the standards.
• Standardization of trainings & processes
• Conduct regular audits on calls, chat logs, email responses, and service tickets to assess the quality of service provided, ensuring compliance with internal standards and best practices.
• Gather and analyze feedback from users regarding service desk performance, and use the data to improve service quality and team
• Provide constructive feedback and coaching to agents based on audit results, helping them improve their technical and customer service skills. Conduct training sessions on audit findings to ensure continuous improvement.

Requirements

• Organizing & planning skills
• Strong problem-solving skills and the ability to handle escalated issues effectively.
• Ability to work independently and as part of a team in a fast-paced environment & willing to work in rotational shifts.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
• Analytical, problem solving & decision-making skills.
• Knowledge of common IT hardware, software, and networking systems (e.g., Windows, Office 365, Active Directory, etc.).
• Teamwork & Interpersonal skills
• 3+ years of experience in a service desk or IT support role, with at least 1-2 years in a lead role.
• Bachelor’s degree in information technology, Computer Science, or a related field (preferred, not required).
• ITIL Foundation certification (preferred).
• Experience using ticketing systems and customer service platforms to track, manage, and resolve issues.
• Proven experience in managing and conducting audits of service desk operations (calls, chats, emails, and tickets).
• High attention to detail and accuracy, especially when reviewing tickets, calls, emails, and chats for quality assurance

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance