Lead - Service Desk
Orica
Date: 3 weeks ago
City: Pasig City
Contract type: Full time
About Orica
At Orica, it’s the power of our people that leads change and shapes our futures. Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse of team of more than 13,000 across the world.
It’s an exciting time to join us – we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work.
About The Role
The Lead – IT Service Desk is responsible for managing the performance and availability of support services to Orica’s customer community within designated geographic zones. This role will manage the coordination of effective and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards incident resolution.
This role will ensure the effective prioritization, escalation and resolution of incident report tickets to ensure the appropriate processing (Levels 1, 2 and 3 support), coordination and timeliness of responses.
What you will be doing
The Lead – IT Service Desk will define and promote IT service desk policies to align with Orica’s IT strategy, planning and managing resources and projects, collaborating with the Global Lead to assess service levels, enforcing high-quality service delivery, and championing continuous improvements. It also includes building a performance culture through mentoring and recognition, driving an inclusive culture in line with Orica’s values, and fostering collaboration across teams to achieve strategic alignment and deliver Orica’s vision.
This role will also be managing all customer support activities within a designated geographic zone, providing high-quality technical support, and ensuring timely resolution of service requests and incidents. It includes maintaining accurate records, administering service reporting tools, and escalating major incidents to the Global Lead. The role also focuses on adhering to service desk procedures and SLAs, demonstrating customer focus, contributing to the knowledge base, and collaborating effectively to achieve team goals. Additionally, it involves tracking and managing incidents, ensuring resource capacity, and conducting analysis of IT support demand patterns.
As a Lead – IT Service Desk, you will conduct regular audits of communications, providing necessary training to IT Service Desk Specialists, analyzing service metrics and trends to generate reports, investigating anomalies, and distributing output data to the customer support team and Global Lead. You will also escalate issues and risks, prioritizing and balancing the IT Service Desk team’s workload to meet SLAs, and supporting professional growth through coaching and mentoring. It includes overseeing Customer Support Analyst activities, ensuring technical proficiency and customer focus, and performing people management tasks such as workload scheduling and performance management.
What you will bring
As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills.
You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture. Ignite your career at a place where your distinct potential can find its home.
We respect and value all
Orica promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone’s contributions.
All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.
At Orica, it’s the power of our people that leads change and shapes our futures. Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse of team of more than 13,000 across the world.
It’s an exciting time to join us – we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work.
About The Role
The Lead – IT Service Desk is responsible for managing the performance and availability of support services to Orica’s customer community within designated geographic zones. This role will manage the coordination of effective and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards incident resolution.
This role will ensure the effective prioritization, escalation and resolution of incident report tickets to ensure the appropriate processing (Levels 1, 2 and 3 support), coordination and timeliness of responses.
What you will be doing
The Lead – IT Service Desk will define and promote IT service desk policies to align with Orica’s IT strategy, planning and managing resources and projects, collaborating with the Global Lead to assess service levels, enforcing high-quality service delivery, and championing continuous improvements. It also includes building a performance culture through mentoring and recognition, driving an inclusive culture in line with Orica’s values, and fostering collaboration across teams to achieve strategic alignment and deliver Orica’s vision.
This role will also be managing all customer support activities within a designated geographic zone, providing high-quality technical support, and ensuring timely resolution of service requests and incidents. It includes maintaining accurate records, administering service reporting tools, and escalating major incidents to the Global Lead. The role also focuses on adhering to service desk procedures and SLAs, demonstrating customer focus, contributing to the knowledge base, and collaborating effectively to achieve team goals. Additionally, it involves tracking and managing incidents, ensuring resource capacity, and conducting analysis of IT support demand patterns.
As a Lead – IT Service Desk, you will conduct regular audits of communications, providing necessary training to IT Service Desk Specialists, analyzing service metrics and trends to generate reports, investigating anomalies, and distributing output data to the customer support team and Global Lead. You will also escalate issues and risks, prioritizing and balancing the IT Service Desk team’s workload to meet SLAs, and supporting professional growth through coaching and mentoring. It includes overseeing Customer Support Analyst activities, ensuring technical proficiency and customer focus, and performing people management tasks such as workload scheduling and performance management.
What you will bring
- Tertiary qualification in IT or business-related discipline
- 10+ years’ experience in a Customer Support Lead role
- Demonstrated leadership ability in a dynamic environment
- Excellent written and verbal communication skills to be able to communicate and present ideas in user-friendly, business-friendly and technical language
- Customer-service focused and able to handle challenging customer conversations
- Proven troubleshooting and diagnostic skills
- Ability to manage multiple projects, activities and tasks simultaneously
- Strong analysis skills to conduct service performance analysis
As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills.
You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture. Ignite your career at a place where your distinct potential can find its home.
We respect and value all
Orica promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone’s contributions.
All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.
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