Dell Lead Specialist, IT Support in Singapore
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Senior team lead for team supporting the Corporate IT Business community, providing second level support for End user desktop and IT Site support issues, and assists management team with day to day operations of the group. Receives, assesses, troubleshoots, and escalates support incidents & requests.
Leads solutions and operating procedures within the group.
Considered a subject matter expert within the group.
Provide solutions and develops approaches to a variety of highly complex problems and determine technical objectives without direction.
Monitor group SLO, customer satisfaction and other performance metrics and influences their use in the long term.
Frequently collaborates with other IT Support groups.
Leads process improvements, identifies inefficiencies and reports them to management; Assists management in coordinating and conducting team meetings and group discussions.
Works with end customer to drive service improvement initiatives to continually improve IT and user experience.
Understands and develops the ticketing system at a level capable of monitoring work flow, ensuring correct usage, and defining the scope of reports.
Conducts performance evaluations, counsels employees for motivation or performance issues
Measures and analysis trends and identify innovation and efficiency opportunities
Serves as an escalation point for various complex operational issues as determined by the management staff.
In addition, independently determines and develops approach to solutions with considerable latitude that impact the long-term success of the business.
Will be asked to conduct training to other technicians or non-technical employees.
Manage functions such as shift schedules, training, research issues, ad hoc reporting, and client escalation
Highly skilled in hardware, software and/or operating systems environment
Ability to influence others to achieve results
Advanced mentoring/Coaching skills
Good knowledge of appropriate networks, products and protocols
Team Management skills
Advanced troubleshooting skills
Advanced customer Service skill
Education and Experience:
Typically requires 6+ years of related experience
ITIL & MCP/ MCSE/other hardware certifications.