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Vestas Factory

Service Desk Shift Lead 
PH, Pasay City | Professional | Full-Time 
| ID: 19322 

 

The IT Service Centre delivers a high-quality Service Desk service 24/7, based on best practice and proven solutions, where qualified personnel and transparent processes ensure seamless user experiences. We work constantly to improve the quality of IT support and aim for optimization of tools and processes, and for a certain level of automation. Being part of IT Service Centre means you will be part of a continued maturity and improvement journey. Your observations and ideas count, and you will have plenty of possibilities for learning and growth.
 

Global IT > User Productivity & Digital Foundation > Infrastructure Delivery & Support > Service Desk, Tools & Processes

 

Responsibilities

  • Resource management and People Management, tracking the performance of individual agents​

  • Develop and bring the team to reach the defined targets​

  • Ensure training and development of the team members​

  • Mentor team members on technical and communication aspects​

  • Observe, share improvement suggestions and communicate ticket trends to the Service Desk manager

  • Study the inflow of tickets to post messages of the day​

  • Verify critical incidents and assist agents to act according to defined processes

  • Communicate daily to the team members

  • Ensure proper shift handover between shifts

  • Handle escalations and perform complaint management

  • Contribute to root cause analysis and participate in Problem Management activities

 

Qualifications

  • At least (3) years of experience as the team supervise within IT Services

  • Knowledge in working with IT Service Management tools

  • Good analytic and communication skills – verbally and in writing

 

Competencies

  • Flexible and willing to work on any shift as well as on holidays as needed

  • With a positive behavior and attitude and can blend well with different kinds of personalities

  • Exposure to the ServiceNow Ticketing tool

 

What We Offer

Vestas offers you encouraging career opportunities in a global organization. As a well-known supplier of wind power solutions, we have installed more than 48,000 wind turbines in 70 countries. We currently have more than 25.000 employees and are eager to welcome new committed colleagues.

 

Additional information
We do amend or withdraw our jobs and reserve the right to do so at any time, including before the advertised closing date. Please be advised to apply on or before the 31st of December 2021.

 

Additional Benefits

  • Fitness Subsidy
  • Retirement Benefit Plan

About Vestas                                                                

 

Vestas is proud to be the energy industry’s global partner on sustainable energy solutions. We design, manufacture, install, and service wind turbines across the globe, and we have installed more wind power than anyone else. 

 

Vestas strives to be the most inclusive workplace in the sustainable energy industry and ensures equal opportunities for everyone regardless of the social identity. We are stronger as a company not despite our differences, but because of them, both professionally and personally. Beyond a diverse workforce, we want to ensure that all of our employees are included and actively contributing to Vestas’ success and innovation. Only then can we become the global leader in sustainable energy solutions and ensure sustainability in everything we do. 

 

At Vestas, we offer global opportunities for people with growth mindsets and the desire to make a shared and positive impact. We work in the true spirit of our corporate values: accountability, simplicity, collaboration, and passion. We expect everyone to live up to these in their day-to-day work – no matter what you do and where you are in the organization.
 

Learn more about Vestas at www.vestas.com and follow us on our social media channels.