IT Service Desk Shift Lead

4 weeks ago


Pasig, Philippines H2 Software Consulting Services Inc. Full time

Ensure that the H2 team complies with the clients policies and procedures; a. HR Policies and procedures are followed. b. Data privacy policies and procedures are followed. c. Responsibilities are being performed. Keeping Manager and client of status/progress by preparing needed reports. Train new hires and ensure onboarding procedures are regularly updated. Ensure that there are sufficient resources to provide service within the agreed SLA. Ensure all incidents and requests are properly recorded, reported, escalated on a timely manner and SLA is achieved. Provide guidance to service desk analyst on handling and resolving tickets. Ensure that documentation for incident resolution and request fulfillment is complete and regularly updated. Daily review of pending tickets with the service providers. Perform ticket follow-up and escalation up to 2nd level escalation for VIP tickets or breached TAT. Receive announcement/advisory requests and prepare and send email advisories. Support client-initiated projects by providing a resource plan. Perform review of Service Desk Analyst performance quality. Graduate of any IT or computer related courses. Atleast 1 year experience as Service Desk. Preferably with qualities of being a team leader. #J-18808-Ljbffr



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