IT Team Leader

5 days ago

Pasig, National Capital Region, Philippines Orchid Cybertech Services, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Role Purpose & Environment

The key responsibility of the Internal Service Desk Team Leader will lead, manage and ensure productive and efficient handling of ALL IT-related Incidents and Service Requests from internal and external customers. Overall, in charge of incidents and service requests are processed within specified SLAs.

Responsibilities


• Receive and record all tickets/calls from end-users; deal directly with simple requests and complaints


• Ensure formal procedures are followed to provide technical support and provide a single point of contact and ownership for problems and service requests from internal and external customers.


• Monitor and escalate all Incidents according to agreed service levels, maintaining complete, accurate and updated Incident tickets


• Communicate effectively with individuals and teams within the global IT Division to

ensure high quality and timely expedition of Incidents and Service Requests, taking ownership of and responsibility for high-severity incidents.


• Ensure that all end user communication is timely, effective, comprehensive and appropriate. Document known-errors and produce management reports


• Provide additional end user support and advice on all IT issues.


• Stay current on products, procedures, and other important issues. Keep knowledge level up to date via self-earning e.g. publications, Internet etc.


• Contribute ideas on ways to resolve incidents to better serve the end user and/or improve productivity


• Utilize decision-support tools to answer technical questions


• Solve technical problems that are sometimes unstructured and that may require reliance on conceptual thinking skills


• Use initiative to strengthen own knowledge in key technical areas


• Manage and Lead the Service Desk Level 1


• Any other duties that the IT Workplace management may find necessary.

Skills & Experience


• A Bachelor of Science Degree in a computer-related field is preferred; or computer certifications accompanied with related work experience


• Ability to deal with busy, high-pressured situations


• Highly developed customer service skills


• Developed documentation skills for procedure updates and report creation


• Effective time & problem management skills


• Proven ability to work within deadlines with minimum supervision.


• Active Directory user/group/policy management


• M365 Operational management – Exchange, Endpoint, SharePoint, Teams, OneDrive, and Azure Active Directory.


• Effective oral and written communication skills to ensure clear and accurate communication with end users and management

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