IT Service Desk Coordinator
1 month ago
Contract Duration: 6 months
Schedule: Rotating shift
Work Arrangement: Onsite
Location: Cebu
Salary Offer: Php52,000 basic pay + Php1,500 non-taxable allowance
We are seeking a highly skilled 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 team members to provide world-class customer service.
- 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.
- Drive a culture of continuous improvements and personal excellence.
- Communicate key messages effectively to team members.
- Praise and share feedback with team members regarding their performance.
- Develop and audit quality assurance strategies.
- Interview candidates for new positions.
- Ensure personnel issues are dealt with in a timely manner.
- Take escalated issues from customers.
- Apply understanding and knowledge of information systems products and services to assist users.
- 2-3 years working experience in a Technical Help Desk Environment in a Supervisor support role.
- 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 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.
- Must be able to work a flexible schedule to accommodate DR situations during off hours.
- Strong interpersonal skills.
- Strong Leadership skills.
- Disaster Recovery (DR) experience is a plus.
- Strong customer service skills.
- Ability to understand and follow oral and written instructions.
- Strong English (verbal and written) skills.
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