Ops Support Executive, Digital Care

Manage service desk team and provide first level technical support
Respond to support queries via phone, email, and remote desktop tools
Act as escalation point for unresolved cases
Promote customer service ethic and service management principles
Report significant issues to service desk managers
Take responsibility for incident management and request fulfilment
Ensure staff take ownership of user problems proactively
Ensure all calls and emails are logged in service desk system
Allocate complex cases to appropriate IT support members
Arrange for external support when issues cannot be resolved at L1
Manage service quality assessments and coach staff
Provide domain training to new joiners
Minimum 3 years of end-user support or service desk experience
Proficient in spoken and written English
Strong technical skills in supporting desktops, notebooks, tablets, and smartphones
Knowledge of Windows OS, Active Directory, and Microsoft Office applications
Familiarity with day-to-day service desk operations
ITIL 4 Foundation (preferred)

Employment type
Contract

Work arrangement
No