Helpdesk Supervisor

Tamaray People Solutions Corporation

R$4.2-4.7K[Mensual]
No - Makati5-10 anos ExpBacharelTempo Inteiro
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Descrição do Trabalho

Benefícios

  • Derivações

    Permissão de refeição, Permissão de transporte

  • Recompensas e reconhecimento de funcionário

    Incentivos

  • Benefícios gerenciados pelo Governo

    Pagamento no décimo terceiro mês, Fundo Pag-Ibig, Saúde, SSS/GSIS

  • Saúde e Bem-Estar

    HMO

  • Tempo de desligamento e Saída

    Licença Compassionada

Ler Mais
  • The main duty is to operate the helpdesk in a smooth and efficient manner according to the client's standards while maintaining a strong coordination with the Vendor.
  • Handle and operate the operational tasks for Internal Help Desk of a large Japanese conglomerate and other Regional Support these includes (India, America, Europe, Asia)
  • Follow / Coordinate Help Desk tasks between the company's overseas Help Desk teams.
  • Create/Modify Knowledge Base documentation for standard operations procedure.
  • Accept inquiries from the client's global staff through Tickets, Chat and Phone.
  • Understand all the duties and master tasks related to the operation of the helpdesk while working in cooperation with all stakeholders.
  • Ensure Quality and End User satisfaction levels are properly attained.
  • Work closely and accept directives from Helpdesk Manager.


Responsibilities

  • Work on staff engagement initiatives to enhance motivation and effective delivery this includes discussing of Coaching Opportunities and Improvement points daily.
  • Manage help desk activities daily, including day to day collaboration and alignment with OM, Team Leads and Vice Team Leaders.
  • Ensure a healthy working environment, which fosters openness, innovation and continuous improvement.
  • Conduct day to day operational duties to ensure satisfactory performance of the Help Desk as measured through various statistical reports.
  • Implement Day to day management in accordance with company policies and tools.
  • Help draft quality assurance policies, processes and procedures.
  • Assist in interpreting and implementing quality assurance standards.
  • Devise sampling procedures and directions for recording and reporting quality data.
  • Plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality.
  • Investigate customer complaints and non-conformance issues.
  • Identify and suggest possible improvements for Kaizen activities.
  • Run reports to analyze common issues and complaints.
  • Monitor and check reports to ensure accuracy (SLA, KPI, Domo Reporting etc.) and closely work with Helpdesk Supervisor.
  • Perform other duties as assigned.


Requirements

  • 5 years of equivalent work experience especially Help Desk (Call center).
  • Help Desk/Service Desk (Call center/BPO) focusing on Ticket, Chat, Calls, Remote Support and coordination with Operation Management like KPI and Service Level Management.
  • Experience in managing a team is a plus as well as with Training experience.
  • Experience in Continuous Improvements strategies.
  • Expanding operational processes with company policy. With good Technical Knowledge and Analytical Skills.
  • Certification of Information Technology Infrastructure Library (ITIL).
  • Availability to render duty 24x7 (rotation shifts) depends on the Support and allocation to address urgent situations or when a demand arises even during off-hours/off-days.
  • 40-hour on-site work week (22 DAYS/month) based on the company's business calendar.
SuporteCentral de ajuda
Preview

Ms. Rein

Talent Acquisition OfficerTamaray People Solutions Corporation

Responder Hoje 1 Vez

Local de trabalho

Makati City. Makati City, Metro Manila, Philippines

Postado em 10 December 2025

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