Position:Global Support Desk Team Lead (GSD-TL)

Department:Technical Services Department

Team:Global Service Desk

Location:Pampanga; Philippines

Reporting To:Chief Technical Services Officer

Subordinates:1-3 (Shift Leads) GSD-SLs

Overview:
The primary function of a Global Service Desk Team Leader (GSD-TL)is to insure that the TRT GSD operates efficiently and effectively within the service level TRT has agreed to with its clients and within the budgetary framework of the TRT Business.

Key Deliverables

The GSD-TL is responsible for the GSD delivering the following:

1. Compliance with TRT Policies

2. Meeting TRT SLAs with Clients

· 100% Response time SLA

· Achieve 99.5% Resolution SLA (outside of FEs and SPs)

· 100% of Health Checks to be delivered, within the agreed timeframe

3. Recruiting of GSDEs - KPI of at least 8 interviews per week

· 1 Point for face to face interviews

· ½ point for phone interviews

These meetings need to be scheduled in Outlook a viewable to TRT Technical Services Management.

Weekly update via email of outcome of these meetings and recommendations

4. Proactive Parts Sparing for the Maintenance – POR within 7 days of receiving audit information

5. Certification and Training – 12 additional points per month in the GSD.

** If you recruit someone and they have certifications they can be added to the list. But if people leave the GSD and they have certifications they will be taken from the list.

Primary Workflow:

· Resolution of incidents raised by our customers through proactive monitoring.

· Implementation of changes and improvements required by our customers.

· Ensure TRT Internal processes are followed by the GSD Support Engineers (GSD-SEs).

· Ensure that TRT customer processes are followed by the GSD-SEs.

· Handling incoming escalations from the GSD-SEs during their shift.

· Assisting SDAs with customer requests and complaints.

· Liaising with Field Engineering Team Leader (FE-TL) on Service Calls requiring a Field Engineer.

· Liaising with Consulting Engineers Team Leader (CE-TL) on escalated service calls.

· Perform handover of service calls to the next GSD-SL.

Required Deliverables:

· Ensure all logged incidents are resolved within SLAs

· Ensure all Incidents that are logged are updated frequently along with a TRACSS record

· Ensure all customer communication is prompt, professional and reliable.

· Ensure all commitments made to customers are met, or re-scheduled with the customer’s knowledge and approval.

· Escalate calls through correct channels in a timely manner

· Continuously learn additional technical and non-technical skills

· 24 x 7 Support Structure

· Comply fully with company policy to protect the interests of TRT at all times.

· Review outstanding incidents daily and follow up with the assigned GSD-SE if required to ensure Incidents can be closed in a timely manner and within the SLA’s

· Contribute to the ongoing improvement in the functioning of the Global Service Desk in relation to Service Delivery

· Investigate, recommend and implement cost effective solutions that enhance the Global Service desk capabilities.

Professional Capabilities:

· Experience in some form of Enterprise IT Server, Storage and Networking Infrastructure Structure.

· Willingness to do both hardware and software support

· Understanding of basic computer principles

· Willingness to be assigned on other TRT locations as necessary

Key Accountabilities:

· Recruit Support Engineers to Global Service Desk

o Arrange face to face and phone interviews with prospective engineers

o Communicate with HR Manager on the candidacy

o Negotiate with the candidates on salary and conditions

o Assess the eligibility of prospective candidates.

· Proactive and Reactive Sparing for the transitioning in of hardware maintenance

o Update management on the delivery of reactive PORs

o Deliver PORs for Reactive Sparing on new hardware maintenance agreements

o Provide discretionary purchase options for Proactive Spares to TRT management.

· Assign training for SEs on relevant IT Server Storage networking and backup technologies

o Set training goals for individuals SEs.

o Arrange for POs to be raised for the training

o Update the GSD-SE training Register

· Incident and Problem Management

o Communicate with TRT departments and client focal points on incidents and problems

o Coordinate with Service Partners or Field Engineer team leader for onsite support

o Involve L2 and/or L3 support as and when necessary

o Ensure procedures are properly followed when service partners attend site

· Software Support:

o Analysis of Server, Storage and Networking related hardware and software problems

o Server, storage, backup & networking operating system patching to resolve known problems.

o Escalation to L2 and/or L3 core dumps for analysis

o Installation and maintenance of software packages

o Documentation of problem resolution into TRT’s knowledge base

· Disaster Recovery:

o Escalation to L2 and/or L3 for Disaster Recovery Execution

· Incident Response:

o Call management

o Remote assistance

o Appropriate escalation to Chief Technical Services Officer as necessary

· Managed Services – System Administration:

o Remote System administration tasks for managed services customers

· Logistics and Service Partner Coordination:

o Coordination with Logistics/SDAs on service partner escalations.

o Coordination with Logistics on parts escalations.

o Coordination with Logistics for parts approval/purchasing.

o Coordination with Logistics for inventory movements.

· Service Call Updates:

o Ensure that all service calls under the responsibility of shift leads are updated with accurate call updates in a timely fashion.

o Ensure that a proper handover of service calls is done at the start and end of each GSD shift rotation.

· OH&S Work Environment:

o Ensure that the technical work areas remain clean and organized at all times.

o Ensure that the warehouse remains clean and organized where practical.

o Ensure that you adhere to ESD procedures.

o Ensure that you adhere to all OHS requirements, including for lifting, cabling, rack-mounting, and equipment in rooms is not obstructing walkways.

Job Type: Full-time

Schedule:

• 12 hour shift
• Shift system

Ability to commute/relocate:

• Clark Freeport Zone, Pampanga: Reliably commute or planning to relocate before starting work (Required)