As a Service Desk Team Leader, you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. You also supervise the activities of all the members to ensure that they deliver excellent customer service and provide customer guidance.
Primary Duties and Responsibilities:
Provide hardware / software / network problem diagnosis / resolution via telephone, email, or chat for customer’s end users
Route problems to internal 2nd and 3rd level IT support staff
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
Administer and provide User account provisioning
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
Provide level 1 remote desktop support and perform other activities based on SOPs
Perform user account management activities
Should have hands on experience windows based client operating systems like windows 7, vista, XP Knowledge on server, Network, storage and other IT Infrastructure devices
Knowledge of Active directory, exchange Knowledge in ITSM tools like service now, Remedy and etc.
In depth Knowledge on MS office suit Knowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.
Support knowledge on laptop, desktop, printers PDA, blackberry
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
Troubleshoot client software and basic network connectivity problems
Identify, evaluate and prioritize customer problems and complaints
May train users and operators on a limited basis and/or may write training procedures
Participate in on-going training and departmental development
Routine maintenance updates with other IT staff and business units
Provide all required documentation including standards, configurations and diagrams
Provide knowledge transfer of EUC operations
Should have strong verbal / written communication
Excellent interpersonal skills with the ability to influence both I.T. and the business
Qualifications:
With at least 2 years of experience as Service Desk Team Leader (open for both TSR and SD TL)
To provide support for on call escalations and doing root cause analysis of given issue
To independently resolve tickets within agreed SLA of ticket volume and time
To adhere to quality standards, regulatory requirements and company policies
Work on value adding activities such Knowledge base update & management, Training freshers, coaching
Monthly Salary: ₱44,900 (₱39,100 base + ₱5,800 allowance)
Work Set Up: 100% Onsite
Schedule: Graveyard shift and shifting schedule (weekends off not fixed)
Experience Required: Minimum 2–3 years as a Team Lead (Service Desk operations experience preferred)
Work Location: 7th Floor, One World Square, Upper McKinley Hill, Taguig, 1634
format@@0 Lean Six Sigmacustomer service rep
Preview
Julie Ann Selarta
Technical RecruiterDynamic Talent Solutions
Ativo hoje
Local de trabalho
Fort Bonifacio. Fort Bonifacio, Taguig, Metro Manila, Philippines