IT Service Desk Coordinator

4 months ago

Cebu, Philippines Eteam Workforce Private Corporation Full time
Job Title: IT Service Desk Coordinator
Contract Duration: 6 months
Schedule: Rotating shift
Work Arrangement: Onsite
Location: Cebu
Salary Offer: Php52,000 basic pay + Php1,500 non-taxable allowance

Responsibilities:

· Lead a team of 20-30 skilled IT Analysts; coach, develop, and motivate them to ensure that they are providing world class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
· Oversee the day-to-day operation of your assigned team and ensure that department goals, such as service level, quality, and staffing, are met. Adjust schedules as needed to meet Service Level Agreements.
· Continuously check for accuracy of results.
· Drive a culture of continuous improvements, new approaches, and personal excellence.
· Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their client.
· Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable.
· Develop and audit quality assurance strategies to ensure the delivery of world class service.
· Interview candidates for new positions.
· Ensure personnel issues are dealt within a timely manner, including disciplinary actions.
· Take escalated issues from customers.
· Applies understanding and knowledge of information systems products and services to assist users.
· All other duties as assigned.

Additional Qualifications:

· 2 – 3 years working experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
· 1 - 2 years’ work experience in customer services environment in a Supervisor support role or having equivalent kind of skills experience
· 1 - 2 years’ experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7,10 OS, MS-Office 2013 and 2016 (Office 365).
· Outcome oriented with a commitment to achieving personal, client and company goals.
· Ability to work in a fast paced environment and maintain focus on key priorities.
· Strong understanding of the call center environment and the key levers to enhance performance.
· Must be able to work independently.
· Must be able to work a flexible schedule to accommodate DR situations during off hours.
· Strong interpersonal skills.
· Strong Leadership skills.
· Disaster Recovery (DR) experience is a plus.
· Strong customer service skills.
· Ability to understand and follow oral and written instructions
· Strong English (verbal and written) skills.

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