Helpdesk Team Lead Assistant

5 days ago


Mandaluyong City, National Capital Region, Philippines Surbana Consultants Pte Ltd – Kingdom of Saudi Arabia (KSA) branch Full time

Job Description

The Helpdesk Team Lead Assistant will provide quality front-line application support to the business, ensuring that all issues are resolved efficiently and effectively. This role will act as Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead, and will assist in coaching and mentoring junior team members to achieve performance standards and metrics.

Main Responsibilities

  • Respond to telephone calls, personal requests, and emails requesting help relating to access to SJgroup.
  • Identify critical system and network issues, escalate, and liaise with senior analysts or technical support until resolution.
  • Maintain relevant information in the SJGroup Ticketing application.
  • Prepare guides and documentation on application support issues.
  • Participate in system testing, UAT, and implementation process for enhancements and issue resolutions.
  • Ensure Service Level Agreement and Standard Operating Procedures are met.

Qualifications and Skills

  • Bachelor's/College Degree in IT-related field.
  • Minimum 5 years of experience in technical support environment.
  • Excellent communication skills, problem analysis, and resolution skills.
  • Strong customer service experience and focus.
  • Good working knowledge of Active Directory, Exchange, and Office 365.

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