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End User Support

4 weeks ago

Bacolod City, Western Visayas, Philippines Ubiquity Global Services, Inc. Full time

Participate in decision-making and collaborate with other IT teams on department-wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated effectively. Conduct ticket auditing to ensure all team tickets are handled within established SLAs.

Job Responsibilities:
  • Monitoring and managing end-user support, site services, and VIP support functions to ensure optimal service at the site
  • Maintaining high performance levels for service-related processes and executing necessary improvement activities
  • Taking ownership of critical incidents, coordinating with resolution teams, and establishing effective communication for post-incident reviews
  • Ensuring implementation of established global systems, procedures, and methodologies to support excellent service delivery
  • Providing feedback for improvements and ensuring timely implementation of actions for service upgrades
  • Providing accurate and regular performance reports to management
  • Leading personnel management, including recruitment, performance assessment, training, and mentoring
  • Building strong relationships with teams and stakeholders to facilitate effective communication between departments
  • Supervising the Site End User Support Team to promote continuous improvements in the desktop environment
  • Enabling high-performance benchmarks for the end-user environment and site services
Job Qualifications: (Knowledge, Skills, Experience)
  • 5+ years of relevant experience in similar roles
  • 2+ years of experience leading physical and virtual teams in large, diverse environments
  • Exceptional customer-facing skills
  • Deep knowledge of escalation procedures, incident management, and ITIL principles
  • Strong organizational skills with the ability to prioritize tasks efficiently
  • Capacity to train and mentor junior team members
  • Solid resource planning and problem-solving skills
  • Proficiency in Business English and native fluency in the supported region's language(s) (e.g., Spanish, French, German, Tamil, Chinese)
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