Ops Support Executive, Digital Care (Team Lead)

• 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

• Diploma with minimum 3 years of end-user support or service desk experience

• At least 1 year of team leadership 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)

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.

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