Probe CX
10,000+ employees
đ„ Healthcare
đŠ Logistics
đŁ Marketing
Healthcare âą Logistics âą Marketing
Probe CX is a tech-powered, global customer experience organisation that amplifies human capabilities with technological excellence. As an industry-leading CX and digital transformation provider, Probe CX is committed to helping clients become modern digital organisations by integrating the latest technology with people, process, and data. With over 19,000 team members across multiple countries, Probe CX offers services such as contact centre operations, social media management, digital transformation, AI solutions, and data analytics. Recognized for excellence, Probe CX manages risk to create value while focusing on responsible AI use and provides comprehensive solutions for various industries, including banking, finance, telecommunications, and healthcare.
Service Desk Team Leader
đ„ 1 minute ago
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Probe CX
10,000+ employees
đ„ Healthcare
đŠ Logistics
đŁ Marketing
Healthcare âą Logistics âą Marketing
Probe CX is a tech-powered, global customer experience organisation that amplifies human capabilities with technological excellence. As an industry-leading CX and digital transformation provider, Probe CX is committed to helping clients become modern digital organisations by integrating the latest technology with people, process, and data. With over 19,000 team members across multiple countries, Probe CX offers services such as contact centre operations, social media management, digital transformation, AI solutions, and data analytics. Recognized for excellence, Probe CX manages risk to create value while focusing on responsible AI use and provides comprehensive solutions for various industries, including banking, finance, telecommunications, and healthcare.
đ Description
âą Lead a team of service desk agents to ensure customer-focused service delivery and operational efficiency âą Coordinate and monitor resolution of service issues by liaising with customers, scheduling technical specialists and third parties, and providing progress updates âą Maintain and update systems, processes, and documentation, including the Knowledge Base, ServiceDesk Policies, and Service Catalogue âą Handle major incidents and problem tickets by investigating root causes, managing communications, and proposing solutions âą Mentor and coach team members through technical and customer service training âą Provide leadership and support for direct reports and appraise performance where applicable âą Ensure team and individual KPIs are met where applicable âą Perform other duties required for smooth ServiceDesk operation
đŻ Requirements
âą At least 1 year of leadership or supervisory experience in a Service Desk environment âą Knowledge of Asset Management âą Knowledge Base usage experience âą Ticket management under SLAs âą Customer-facing experience in customer service or support roles âą Ability to resolve technical issues and drive process improvements âą Strong problem-solving and customer-facing skills âą Resilience under pressure âą Compliance with information security policies and procedures
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