Netsuite Service Desk Supervisor
1 week ago
Direct message the job poster from IT Group, Inc.
Head of Human Capital and Admin @ IT Group, Inc. | Tech Recruitment, HR PoliciesDUTIES & RESPONSIBILITIES
Operational Tasks
- Maintains and updates knowledgebase across all products.
- Proactively discusses with the team any customer satisfaction issues, and reports the same to the Head of SOC.
- Provides insight to other coordination resources as needed and when required.
- Maintains and updates client list, ensuring that contact details and support category are correct and complete.
- Prepares and reviews quarterly maintenance and activities of clients under ITG's support framework.
- Facilitates weekly, monthly, quarterly, and annual contact with clients to discuss progress via phone or face-to-face.
- Ensures management notes and progress reports are documented properly.
- Provides weekly consolidated report of SLA violation and closed/resolved tickets.
- Works with team members in answering and addressing client requests and inquiries.
- Works with the Implementation Engineers and Technology managers to elicit high-level resolutions of clients' needs and manage escalation of tickets.
- Assesses the risks of various solutions and prioritizes competing business demands.
- Evaluates data through opportunity research and business process analysis; conducts research on trends and directions for information and collaboration solutions.
- Ensures that all incidents within the incident management system are escalated and progressively handled.
- Ensures delivery of scheduled maintenance activities with clients based on agreed quality level.
- Monitors ongoing relationship with outsource of other ITG partners to drive satisfaction with clients.
Managerial Tasks
- Ensures Support Desk Engineers are technically updated with the latest technology trends and resolutions.
- Coaches and mentors team members and ensures achievement of set KPIs for each team member.
- Works with the Human Capital Department and Immediate Head in identifying competency gaps; collaborates with team members in creating individual development plans to address competency gaps.
- Works with immediate head in ensuring performance appraisal of team members is done in a timely manner.
Qualifications:
- Bachelor's Degree holder, preferably in Accounting, Information Technology, or related courses
- Must have at least five (5) years of experience in a related position in the IT service and solutions industry
- Must have at least two (2) years of experience handling and managing a team of at least five (5) people
- Must have experience in managing ERP solutions (Netsuite, SAP, etc.)
- Amenable to work in Quezon City
- Amenable to work in a hybrid setup
Job Types: Full-time, Permanent
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Supplemental Pay:
Ability to commute/relocate:
- Quezon City: Reliably commute or planning to relocate before starting work (Preferred)
Education:
- Bachelor's (Required)
Experience:
- Service Desk: 5 years (Required)
- People management: 3 years (Required)
- ERP Solutions: 1 year (Required)
- Mid-Senior level
- Full-time
- Information Technology
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