Assistant Senior IT Service Desk

21 hours ago

Manila, National Capital Region, Philippines Asticom Technology Inc Full time $104,000 - $130,878 per year

Job Responsibilities:

Team Leadership:


• Supervise, coach, and develop a team of Service Desk Analysts.


• Set clear performance expectations and provide regular feedback.


• Conduct performance reviews and address performance issues as needed.


• Foster a positive and collaborative team environment.

Service Delivery:


• Ensure timely and effective resolution of IT incidents and service requests.


• Monitor service desk performance metrics and identify areas for improvement.


• Implement service desk best practices and processes.


• Maintain high customer satisfaction levels.

Incident and Problem Management:


• Oversee incident management processes, ensuring proper triage, escalation, and resolution.


• Identify recurring problems and initiate problem management activities.


• Work with other IT teams to resolve complex incidents and problems.

Communication and Collaboration:


• Act as a liaison between the service desk and other IT teams.


• Communicate effectively with end-users, keeping them informed of incident status and resolution progress.


• Collaborate with IT management on service desk strategies and initiatives.

Knowledge Management:


• Maintain and update the service desk knowledge base.


• Ensure service desk analysts have access to the information and resources they need to resolve issues effectively.


• Promote a culture of knowledge sharing within the service desk team.

Leadership & Management:


• Team Leadership


• Performance Management


• Delegation & Empowerment

Technical Skills:


• Service Desk Tools


• Technical Troubleshooting

Communication & Interpersonal Skills:


• Clear & Concise Communication


• Active Listening


• Customer Service Orientation


• Conflict Resolution

Problem-Solving & Analytical Skills:


• Analytical Thinking


• Problem-Solving


• Decision-Making.


• Data Analysis

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