SERVICE DESK LEAD

Role:

Service desk lead

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Role Overview

Provide L0/L1/L1.5 technical support for global users across TI, covering accounts, access, desktop, collaboration tools, network basics, and ticket handling.

Key Responsibilities

• Handle inbound and outbound customer calls, chats, and emails while ensuring zero missed contacts and adherence to communication standards.
• Provide Level 1 troubleshooting for Windows, macOS, VPN, Active Directory, Email, SCCM, Antivirus, and Microsoft Office applications.
• Manage dispatch, routing, and transfer of issues to onsite teams or Level 2/3 support groups when resolution is beyond L1 scope; coordinate escalation instructions and keep users informed throughout the process.
• Perform installation, patching, configuration, optimization, bug fixes, troubleshooting, upgrades, and updates for approved Windows/macOS, third‑party applications, device drivers, peripherals, mobile devices, remote connectivity tools, and enterprise collaboration applications following SOP guidelines.
• Accurately log, categorize, and track all incidents and service requests in the designated ITSM/ticketing system.
• Adhere to SLA commitments, response timelines, and ticket ownership protocols to ensure high-quality service delivery.
• Collaborate with internal technical teams to escalate and resolve complex or high‑priority issues as needed.
• Provide clear, concise, and customer‑friendly communication regarding issue status, troubleshooting steps, and final resolution.
• Enter precise incident/request descriptions received via phone, chat, web forms, or email into the customer’s ticketing platform.
• Document troubleshooting steps, analysis, actions taken, and resolution details in the ticketing system as part of daily support responsibilities.
• Ensure timely closure of incidents and requests within agreed SLAs; follow up with assigned teams or escalate pending items when required.
• Deliver problem resolution based on documented solutions and guidance provided by TI support teams.
• Troubleshoot Sentinel alerts and manufacturing tools where applicable.
• Create and update routing matrices to ensure accurate ticket assignment and prevent incorrect transfers.
• Guide users to appropriate knowledge base articles or self‑service resources to promote faster resolution.
• Participate in production stop workflows and escalate per defined processes and timelines.
• Maintain 98%+ CSAT scores and consistently meet quality and performance metrics.

Skills

• Effective written and oral communication skills.
• Analysts should be Self Motivated, Professional, Courteous, helpful and must possess a customer service mindset with an ability to multi-task by handling multiple issues at the same time
• Technical skills working with Windows OS, Mac OS, MS Office applications, MS Exchange, Active Directory, Ticketing Platform solutions, Internet, VPN related software, Webex.
Proactive in resolving issues and looking for process efficiencies

Language Support: English, Mandarin, and Bahasa

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