Job Description

We are an end-to-end information technology services and solutions provider, working with leading organizations from the Financial Services, Technology, Communications & Media, Manufacturing & Retail, Energy and Utilities and various other domains. Abhidi delivers highly responsive and innovative solutions that help clients to align their IT strategy with their business goals and address the most important IT needs today.We deliver a full portfolio of services that include IT Consulting, Application Development and Management, Independent Testing, Outsourced Product Development, Enterprise Software Solutions, Business Intelligence & Data Warehousing as well as Resource Augmentation. Also we engage in providing Training, Managed and Infrastructural Services.Our focus is on delivering superior returns to clients through our cost-effective, efficient, high-value services that run on excellent in-house processes. We are deeply committed to the steady pursuit of our long-term goals and aspirations through service excellence and industry expertise. We strive to consistently deliver on commitments and exceed customer expectations by addressing organizations' business-specific needs using our superior technical expertise and world class infrastructure.The RoleWe are seeking a dedicated and proactive Team Lead for Service Desk who is fluent in Mandarin and English to lead our service desk team, ensuring high-quality support and efficient incident resolution for our customers. The ideal candidate will have a strong technical background, excellent leadership skills, and a commitment to providing exceptional customer service in a fast-paced environment.Ideal ProfileTeam Management & Leadership

• Supervise a team of service desk analysts, providing guidance, coaching, and performance feedback.
• Develop schedules and manage resource allocation to ensure adequate support coverage.
• Set team objectives and key performance indicators (KPIs) aligned with business goals.

Service Desk Operations

• Oversee daily operations of the service desk, ensuring tickets and incidents are managed within SLAs.
• Act as the escalation point for complex issues, ensuring timely and satisfactory resolution.
• Monitor ticketing systems and manage workflow, assigning tasks as needed.

Customer Support & Communication

• Ensure that the team provides excellent customer service to Mandarin-speaking clients, ensuring clarity, empathy, and professionalism.
• Conduct quality assurance checks on service desk interactions, providing feedback for improvement.
• Communicate effectively with stakeholders, providing updates on incidents, resolutions, and potential issues.

Incident & Problem Management

• Identify recurring issues and work with relevant teams to provide long-term solutions.
• Implement best practices in incident management, tracking and analyzing incidents to improve overall service desk efficiency.
• Collaborate with IT and cross-functional teams to address and resolve system issues affecting end-users.

Reporting & Documentation

• Create and present reports on team performance, ticket resolutions, and customer satisfaction metrics.
• Document processes, workflows, and solutions to enhance team knowledge and training resources.
• Track team productivity and provide regular feedback for continuous improvement.

Continuous Improvement & Training

• Stay updated on the latest tools and industry best practices in service desk operations.
• Conduct regular training sessions to improve team skills and technical knowledge, especially for Mandarin-speaking support.
• Lead initiatives to streamline processes, improve response times, and enhance the customer experience.

What's on Offer?

• Attractive salary & benefits
• Leadership Role
• Great work environment

Abhidi Solution