L1 Support Team Lead
1 week ago
ไอที - ซอฟต์แวร์/โทรคมนาคม
วันนี้
- คุณสมบัติพื้นฐาน
- งานตามสัญญาจ้าง รายเดือน/รายปี- 3 - 5 ปี- กทม. (ลาดพร้าว)- ปริญญาตรีหรือสูงกว่า- สามารถเจรจาต่อรองได้- หน้าที่และความรับผิดชอบ
- Coordinating the work among the shifts, ensuring smooth shift handover, resolving conflict, blockers, difficulties that would impact shift's performance.
- Shift management: Planning to ensure the number of staff working in the shift is matched with the workload, managing day-off, vacation, and holiday substitution in shift. Managing any unplanned situation (staff shortage/staff missing) to ensure smooth L1 support operation.
- Being a representative in the project meeting, or assigning staff to join the meeting if not available to provide feedback to the project team about the L1 support situation, collecting feedback from the project team regarding L1 Support performance, and then updating the team with impact from the meeting.
- Maintaining high morale in the team. Ensure that everyone is treated equally for benefits, work assignments, etc.
- Being a main coordinator between L1 & L2 support team.
- Working with the management team on performance analysis, working process, knowledge management and improvements. Suggest the processes and improvements plan and get feedback and results for evaluation.
- Providing guideline, advice, and support to L1 staff on daily work.
- Ensuring that every team member uses the same SOP (working on ticket, response with requesters, escalated to L2 support team). Ensuring the same framework and guideline are adhered.
- Ensuring that the team follows the knowledge management process, everyone in the team has access to knowledge management, and new/updated knowledge/instruction is maintained according to the standard.
- Ensuring the special assignment (Report, Ad-hoc production work, etc.) is assigned to appropriate staff(s) and completed according to a detail of the request.
- คุณสมบัติ
- Age preferably 30-45 years.
- Bachelor's degree in computer science, computer engineer or other relevant field.
- At least 3 years of experience in team lead and shift management.
- Good communication in English.
- Has computer skills, including MS Excel, Powerpoint and Dashboard Report.
ดูคุณสมบัติเพิ่มเติม
- สวัสดิการ
- ตรวจสุขภาพประจำปี
- ทำงานสัปดาห์ละ 5 วัน
- ประกันสังคม
- ประกันอุบัติเหตุ
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