Service Desk Coordinator

2 weeks ago

Cebu City, Philippines Quess Philippines Corp. Full time
Service Desk Coordinator

Location: 12th Flr. Lexmark Plaza 1 Samar Loop Corner Panay Road Cebu Business Park, Cebu Cityy
Hybrid work arrangement: Shift timings will be provided during onboarding. Candidates have to be flexible.
Salary: 40-45k
Contract 6 months

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 with in 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 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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