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IT Service Desk Team Lead

2 months ago

Pasay, National Capital Region, Philippines Eteam Workforce Private Corporation Full time
Job Title: IT Service Desk Coordinator

Contract Duration: 6 months

Schedule: Rotating shift

Work Arrangement: Onsite

Location: Pasay

Salary Offer: Php52,000 basic pay + Php1,500 non-taxable allowance

Job Summary

We are seeking a highly skilled and experienced IT Service Desk Coordinator to lead a team of 20-30 skilled IT Analysts. The successful candidate will be responsible for coaching, developing, and motivating the team to provide world-class customer service.

Key Responsibilities
  • Lead a team of IT Analysts and ensure they are providing excellent customer service.
  • Oversee the day-to-day operation of the team and ensure department goals are met.
  • Continuously check for accuracy of results and drive a culture of continuous improvements.
  • Communicate key messages effectively to ensure direct reports are well informed.
  • Praise and share feedback with direct reports regarding their performance.
  • Develop and audit quality assurance strategies to ensure delivery of world-class service.
  • Interview candidates for new positions and ensure personnel issues are dealt with in a timely manner.
  • Take escalated issues from customers and apply understanding and knowledge of information systems products and services to assist users.
Requirements
  • 2-3 years working experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
  • 1-2 years' work experience in customer services environment in a Supervisor support role or having equivalent kind of skills experience.
  • 1-2 years' experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7,10 OS, MS-Office 2013 and 2016 (Office 365).
  • Outcome-oriented with a commitment to achieving personal, client, and company goals.
  • Ability to work in a fast-paced environment and maintain focus on key priorities.
  • Strong understanding of the call center environment and the key levers to enhance performance.
  • Must be able to work independently and a flexible schedule to accommodate DR situations during off hours.
  • Strong interpersonal skills, leadership skills, and customer service skills.
  • Ability to understand and follow oral and written instructions.
  • Strong English (verbal and written) skills.