Job SummaryMain objectives and Duties: 1.
Supervision of International Helpdesk Staff and make sure they are equip and knowledgeable in processing tickets and executing escalation procedures.? Orients, communicates and trains all International IT Helpdesk for their duties and responsibilities.? Conducts periodic simulations to ensure team response on major issues.
? Disseminates work instructions? Provides support on high level issues on IT concerns? Submits reports to IT Manager 2.
Supervision International Helpdesk Staff on providing proactive updates and monitoring of the ticketing system.? Provides support on high level issues on IT concerns? Monitors and submits clear and accurate updates on a timely manner thru Emails, Phone Calls, Verbal approach or Instant Messaging(Skype, Google Talk)? Ensures that the team follows the IT escalation procedures diligently.? Reviews summary of open tickets at the beginning of the shift on a daily basis and provide instructions to the team on how to proceed.? Ensures all tickets are being catered and processed as quickly as possible 3.
Attendance, overtime and leaves monitoring of the team members? Monitors daily attendance of the team and submit bi-monthly reports to HR and IT Managers? Balances team schedule to provide maximum support to clients? Provides sanctions or suspensions if necessary to maintain order within the team.? Reviews validity of leaves of all team members and ensure team productivity will not have any impact on providing support to clients.? Provides initial approval of overtime and leave requests by team members.
4.
Monthly evaluation of non regular and regular Helpdesk employees? Evaluates and provides ratings according to their performances, quality of work, attitude, productivity, attendance.? Informs subordinates of their weakness in a constructive way and provide ideas or methods to help them improve.? Provides and submits evaluation rates to Sr.
IT Manager for re - evaluation 5.
Initial interviews for International Helpdesk Staff hiringrequirements? Conducts applicant's preliminary interview to determine possible fit.? Endorses qualified applicants to IT Manager for final interview.Area of expertise (Skills)College graduate of IT related courses or its equivalent2 to 4 years work experience in applied IT or other related fieldsOther Skills and Experiences (Min)Prior experience supporting software (Microsoft) and hardware which may include desktops and laptop scanners.EducationBenefitsWe offer competitive pay and benefit packages along with many other perks:, Career Path Program, Growth opportunities, Medical, dental, vision and 401(K), Employee referral business program, Employee discounts, Full-time and part-time positions, Incentive programs, Team environment, Wellness programs, Career Path Program, Growth opportunities, Medical, dental, vision and 401(K), Employee referral business program, Employee discounts, Full-time and part-time positions, Incentive programs, Team environment, Wellness programs
