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Help Desk Team Lead

2 weeks ago

Makati City, National Capital Region, Philippines Microbase Incorporated (Official Page) Full time

At Microbase Incorporated (Official Page), we are seeking a highly skilled Help Desk Team Lead to join our team.

Job Overview

This role ensures the service desk team meets agreed service levels, builds relationships with internal and external customers, manages service performance, and suggests improvements for total customer satisfaction.

  • Monitors SD requests through email and phone and updates the schedule board.
  • Logs and coordinates engineers' schedules with clients and partners, ensuring proper documentation.
  • Records petty cash reimbursements and ensures the Service Desk team meets the agreed SLA.
  • Acts as reliever for absent Service Desk Specialists and monitors the services mailbox, transferring emails to designated folders as needed.
  • Serves as the first level of escalation for customer issues and concerns.
Responsibilities

The ideal candidate will have excellent communication skills, both oral and written, and good organizational and interpersonal skills. The position requires basic computer knowledge in MS Office applications (Word, Excel and Powerpoint).