job description
Are you a seasoned IT professional with a passion for leadership and exceptional customer service? HCLTech is seeking a dynamic Service Desk Shift Lead to oversee and enhance our Service Desk operations in a fast-paced retail environment. Based in the vibrant regions of Bali, this role offers the unique opportunity to lead a talented team while ensuring seamless IT support for our global clients.
As the Service Desk Shift Lead, you will be the go-to person for escalations, team management, and process improvements. Your expertise will drive operational efficiency, customer satisfaction, and team performance. If you thrive in a collaborative environment and are eager to make a tangible impact, this is the role for you!
Join HCLTech and be part of a company that values innovation, excellence, and employee growth. Enjoy the perfect blend of a rewarding career and the breathtaking lifestyle that Bali has to offer.
Responsibility
- Lead and mentor a team of Service Desk analysts, ensuring high performance and adherence to SLAs.
- Monitor and manage the Service Desk queue, prioritizing and escalating incidents as necessary.
- Act as the primary point of contact for major incidents, coordinating with cross-functional teams for swift resolution.
- Develop and implement process improvements to enhance service delivery and customer satisfaction.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Ensure compliance with ITIL best practices and company policies.
- Generate and analyze reports to identify trends and areas for improvement.
- Collaborate with other IT teams to streamline workflows and integrate new technologies.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in IT Service Desk support, with at least 2 years in a leadership role.
- Strong knowledge of ITIL frameworks and Service Desk best practices.
- Proven experience in managing teams and driving operational excellence.
- Excellent communication and interpersonal skills, with the ability to interact with stakeholders at all levels.
- Proficiency in Service Desk tools (e.g., ServiceNow, Zendesk) and Microsoft Office Suite.
- Ability to work in a shift-based environment, including weekends and holidays as required.
- Certifications such as ITIL v4, HDI, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.