Service Desk Team Leader

4 weeks ago

Metro Manila Philippines Buscojobs Full time

Work Set-Up: 100% onsite in McKinley Hill, Taguig City, Philippines | Graveyard Shift or Shifting Schedule

About This Role

As a Service Desk Team Leader, you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. You also supervise the activities of all the members to ensure that they deliver excellent customer service and provide customer guidance.

Qualifications
  • At least 2 years of relevant experience as Service Desk Team Leader.
  • Provide support for on call escalations and doing root cause analysis of given issue.
  • Independently resolve tickets within agreed SLA of ticket volume and time.
  • Adhere to quality standards, regulatory requirements and company policies.
  • Work on value adding activities such as Knowledge Base update & management, training freshers, coaching.
Primary Duties and Responsibilities
  • Provide hardware / software / network problem diagnosis / resolution via telephone, email, or chat for customer's end users.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
  • Provide level 1 remote desktop support and perform other activities based on SOPs.
  • Perform user account management activities.
  • Hands on experience with windows based client operating systems like windows 7, vista, XP.
  • Knowledge of Active directory, exchange and ITSM tools like service now, Remedy.
  • In depth Knowledge on MS office suit and Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat.
  • Support knowledge on laptop, desktop, printers PDA, blackberry.
  • Escalate complex problem to appropriate support specialists.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products.
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate and prioritize customer problems and complaints.
  • May train users and operators on a limited basis and/or may write training procedures.
  • Participate in on-going training and departmental development.
  • Routine maintenance updates with other IT staff and business units.
  • Provide all required documentation including standards, configurations and diagrams.
  • Provide knowledge transfer of EUC operations.
  • Strong verbal / written communication and excellent interpersonal skills with the ability to influence both I.T. and the business.
What We Offer
  • Opportunity for career growth
  • Highly competitive and flexible package salary
  • HMO Benefits since Day 1 (including up to 3 dependents)
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